About the RoleAs Senior Manager, Customer Success, you'll lead our most strategic customer relationships and own retention, adoption, expansion, and long-term growth across NeuroFlow's healthcare customer base.
Healthcare executives, clinical leaders, operations teams, and technology partners will rely on you as a trusted advisor. You'll help them get the most out of NeuroFlow's solutions and spot where the partnership can go next.
You'll bring deep healthcare industry knowledge, a proven customer success track record in B2B software or SaaS, and real results generating new revenue through upselling and cross-selling.
Relationships matter here, but you'll carry more than that. You'll own turning customer needs into successful implementations, lasting product use, measurable business outcomes, strong renewals, and strategic revenue growth.
You know how healthcare organizations run and how they make buying decisions. You understand how clinical and financial leaders weigh a technology investment, and you can work a complex enterprise account to build consensus and drive growth.
What You'll Do1. Own strategic customer relationships- Own and grow a portfolio of strategic healthcare accounts, acting as each customer's main success partner and trusted advisor from start to renewal and beyond.
- Build strong relationships with executive sponsors, clinical leaders, behavioral health leaders, population health teams, care management stakeholders, operational decision-makers, and IT leadership.
- Get to know each customer's priorities, clinical goals, operational challenges, financial targets, and long-term strategy inside and out.
- Run executive business reviews and strategic account planning sessions that tie NeuroFlow's solutions to what your customers care about and show the value in numbers.
- Build relationships across clinical, operational, financial, and technical teams so the partnership stays strong even if one champion moves on.
- Spot risks early, including org changes, shifting priorities, and adoption roadblocks, and put real plans in place to address them.
- Be the voice of the customer inside NeuroFlow, making sure what you hear shapes our product, service delivery, and company strategy.
2. Bring healthcare expertise and prove value- Use your knowledge of the healthcare ecosystem to help customers fit NeuroFlow into their clinical, operational, and technology environments.
- Understand what keeps health plans, health systems, behavioral health organizations, and other healthcare stakeholders up at night.
- Work through the realities of healthcare organizations: clinical workflows, care coordination, population health initiatives, behavioral health integration, patient engagement, and value-based care models.
- Balance the competing pressures your customers face around clinical quality, patient access, operational efficiency, care utilization, financial performance, and patient experience.
- Help customers set clear success criteria, baselines, performance indicators, and outcome targets tied to their business and clinical goals.
- Show the impact of NeuroFlow alongside your customers through adoption metrics, workflow improvements, engagement measures, operational efficiencies, and relevant clinical or financial outcomes.
- Understand what healthcare privacy, security, interoperability, and regulatory requirements mean for your accounts, and bring in our internal experts when you need them.
- Turn complex healthcare problems into practical adoption strategies that deliver value customers can see.
3. Grow revenue through upselling and cross-selling- Own and run strategic growth plans that expand NeuroFlow's footprint within your existing customers.
- Find, qualify, and develop upsell and cross-sell opportunities based on customer needs, product usage, organizational priorities, and the value you've already proven.
- Build a repeatable expansion playbook covering stakeholder mapping, opportunity identification, discovery, value articulation, business-case development, and commercial execution.
- Find room to grow into new departments, facilities, business units, populations, use cases, product capabilities, and strategic initiatives.
- Build relationships with new executive sponsors and decision-makers to uncover needs nobody is meeting yet and open the door to a bigger partnership.
- Use success milestones, usage data, performance results, and business reviews to make a strong case for more investment.
- Team up with Sales, Account Management, and executive leadership on account strategy, coordinated expansion efforts, and complex enterprise sales cycles.
- Lead or support commercial conversations, solution presentations, proposals, and negotiations alongside the right internal partners.
- Keep a forward-looking expansion pipeline in the CRM, with accurate opportunities, deal stages, expected close dates, and revenue potential.
- Hit or beat your expansion revenue targets, with every recommendation grounded in what the customer needs and the value they'll get.
- Earn the kind of trust that makes customers see NeuroFlow as a strategic partner, more than a software vendor.
What we mean by commercial results: you've personally found, built, and closed meaningful upsell and cross-sell deals yourself. Passing leads over to a sales team doesn't count here.
4. Protect retention, renewals, and account health- Build proactive strategies that maximize retention, renewal rates, and long-term account value.
- Track customer health through product adoption, engagement, stakeholder relationships, customer feedback, support trends, realized value, and commercial signals.
- Catch at-risk accounts early and lead structured recovery plans that fix root causes, rebuild confidence, and get momentum back.
- Work with Sales, Finance, Product, Implementation, and Support so every customer sees the value they need to renew and expand.
- Stay on top of upcoming renewals, customer commitments, contract considerations, and anything that could put recurring revenue at risk.
- Handle escalations with clear communication, honest expectations, and the right internal people pulled in to fix the problem.
- Turn happy customers into advocates through references, case studies, testimonials, and customer forums where it makes sense.
- Balance retention and expansion so that growth rests on strong adoption, customer trust, and proven outcomes.
5. Drive adoption, implementation, and the full customer lifecycle- Guide customers through everything after the sale: implementation, onboarding, adoption, value realization, renewal, and expansion.
- Work with implementation and technical teams to set clear objectives, timelines, responsibilities, and success milestones.
- Make sure our solutions fit into the clinical and operational workflows that matter, backed by the right stakeholder engagement and change management.
- Build customer-specific adoption plans covering user training, workflow alignment, executive sponsorship, usage barriers, and ongoing engagement.
- Watch usage and adoption trends to find where to step in, optimize, or expand use.
- Help customers move past the initial rollout to broad adoption and day-to-day use that sticks.
- Work with Product and Engineering to share customer requirements, troubleshoot systemic issues, and prioritize the work that improves customer outcomes.
- Explain technical capabilities in plain, practical terms for clinical, operational, and executive audiences.
6. Lead across teams- Partner closely with Sales, Product, Marketing, Implementation, Clinical, Data, Support, and executive leadership so customers get a consistent experience.
- Work with Sales before and after the deal closes so customer expectations, goals, and commitments carry through without gaps.
- Give Product and Engineering structured feedback, use-case insights, and ideas for product enhancements.
- Partner with our Clinical and Data teams to build credible value stories and outcome reporting for each customer.
- Pull together internal resources to solve complex customer issues and move strategic account initiatives forward.
- Help shape our customer success processes, playbooks, account planning methods, and scalable approaches to retention and expansion.
- Share what works across the company to raise the bar on customer engagement, commercial performance, and consistency.
7. Manage performance, report out, and keep improving- Keep customer plans, account health assessments, renewal forecasts, expansion pipelines, and customer success activity accurate in the CRM.
- Track results against key metrics, including retention, renewal rates, expansion revenue, product adoption, customer engagement, and customer satisfaction.
- Build account strategies with clear objectives, measurable milestones, and defined commercial outcomes.
- Dig into customer trends to find risks, growth opportunities, and ways to improve the customer lifecycle.
- Keep leadership informed on account performance, risks, opportunities, and resource needs through regular reporting and business reviews.
- Help refine our customer success metrics, operating rhythms, and revenue accountability practices as we scale.
Qualifications- A bachelor's degree in Healthcare Administration, Business, Public Health, Health Informatics, or a related field, or equivalent relevant experience.
- 7+ years in customer success, strategic account management, enterprise account management, or a similar customer-facing role in B2B software or SaaS.
- 3+ years working with healthcare organizations, healthcare technology, behavioral health, population health, care management, or related healthcare services.
- A history of managing complex healthcare accounts and building relationships with senior clinical, operational, financial, and executive leaders.
- A proven record of growing revenue through upselling and cross-selling within an existing customer base.
- Experience owning the full post-sale lifecycle: implementation, adoption, value realization, retention, renewal, and expansion.
- A strong grasp of how healthcare organizations are structured, how they buy, how their stakeholders interact, and what it takes to roll out technology in a healthcare setting.
- Experience turning customer goals into measurable success plans and business outcomes.
- The ability to juggle multiple strategic accounts, prioritize competing demands, and hit retention and growth targets.
- Hands-on experience using CRM and customer success platforms to manage account plans, customer health, renewals, and expansion opportunities.
- Excellent communication, presentation, negotiation, analytical, and relationship-building skills.
- You do your best work in a fast-paced, collaborative, growth-minded environment.
Preferred Qualifications- Experience in behavioral health technology, digital health, integrated behavioral healthcare, population health management, care navigation, or clinical workflow software.
- Experience selling to or supporting health plans, health systems, provider groups, behavioral health organizations, or other complex healthcare enterprises.
- Familiarity with healthcare payment models, value-based care, quality improvement initiatives, and population health strategies.
- Working knowledge of HIPAA, healthcare data privacy, security requirements, and interop
