{"id":2544217,"url":"https://alion.io/job/neuroflow-senior-manager-customer-success","title":"Senior Manager, Customer Success","company":{"id":63159,"name":"NeuroFlow","domain":"neuroflow.com","url":"https://alion.io/company/neuroflow","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":77000,"max_usd":164000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":768},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-13T15:45:40Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-11-06T07:16:54Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Who We Are\nNeuroFlow CEO and West Point graduate Christopher Molaro served in the army for five years, including a tour in Iraq as a platoon leader. Coming back home, he experienced firsthand the gaps in the behavioral health system and how veterans and civilians alike face too many barriers when it comes to receiving appropriate, timely care.\nWhile pursuing his MBA at Wharton, Chris met his future co-founder Adam Pardes, and the two agreed - even the most engaging digital mental health apps in the world wouldn’t truly change the problem; only a solution that systematically integrated behavioral health into the full healthcare ecosystem could create meaningful change. And so they created NeuroFlow.\nWhat We Do\nWe pride ourselves on partnering with healthcare leaders to assist in driving better outcomes, lowering total cost of care, and making behavioral health risk more predictable and transparent. NeuroFlow exists to make sure no one who needs behavioral health support falls through the cracks.\nWe build more than just engaging digital health tools for self-care: we create platforms that identify population behavioral health risk early, engage individuals with acuity-specific resources, and enable care teams to make smarter and more efficient decisions. Together, NeuroFlow’s solutions arm healthcare organizations with the insights they need to overcome the systemic challenges in today’s healthcare ecosystem.\nHow We Do It\nThe award-winning culture at NeuroFlow is one built around encouragement and daring to be great. Our core values have been displayed in our office since day one, and each team member is responsible for carrying out these values and keeping each other accountable to them. We succeed through our flexibility and agility, navigating and transforming an industry ripe for change where “no” or “can’t” is too often the default. NeuroFlow offers unique opportunities to work in a fun and challenging fast-paced environment with direct, meaningful impact on helping to close the divide between mental and physical health.\nNeuroFlow is backed by investors including HLM Venture Partners, SEMCAP Health, Concord Health Partners, Builders VC, and Dreamit, alongside grant funding from the National Science Foundation and the U.S. Department of Defense.\nOur work has been recognized by TIME Magazine as one of the World's Top HealthTech Companies of 2025, by Fierce Healthcare's 2026 Fierce15, and by MedTech Breakthrough's Best Overall Mental Health Solution award.\nAbout the Role\nAs 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.\nHealthcare 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.\nYou'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.\nRelationships 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.\nYou 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.\nWhat You'll Do\n1. Own strategic customer relationships\nOwn 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.\nBuild strong relationships with executive sponsors, clinical leaders, behavioral health leaders, population health teams, care management stakeholders, operational decision-makers, and IT leadership.\nGet to know each customer's priorities, clinical goals, operational challenges, financial targets, and long-term strategy inside and out.\nRun 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.\nBuild relationships across clinical, operational, financial, and technical teams so the partnership stays strong even if one champion moves on.\nSpot risks early, including org changes, shifting priorities, and adoption roadblocks, and put real plans in place to address them.\nBe the voice of the customer inside NeuroFlow, making sure what you hear shapes our product, service delivery, and company strategy.\n2. Bring healthcare expertise and prove value\nUse your knowledge of the healthcare ecosystem to help customers fit NeuroFlow into their clinical, operational, and technology environments.\nUnderstand what keeps health plans, health systems, behavioral health organizations, and other healthcare stakeholders up at night.\nWork through the realities of healthcare organizations: clinical workflows, care coordination, population health initiatives, behavioral health integration, patient engagement, and value-based care models.\nBalance the competing pressures your customers face around clinical quality, patient access, operational efficiency, care utilization, financial performance, and patient experience.\nHelp customers set clear success criteria, baselines, performance indicators, and outcome targets tied to their business and clinical goals.\nShow the impact of NeuroFlow alongside your customers through adoption metrics, workflow improvements, engagement measures, operational efficiencies, and relevant clinical or financial outcomes.\nUnderstand what healthcare privacy, security, interoperability, and regulatory requirements mean for your accounts, and bring in our internal experts when you need them.\nTurn complex healthcare problems into practical adoption strategies that deliver value customers can see.\n3. Grow revenue through upselling and cross-selling\nOwn and run strategic growth plans that expand NeuroFlow's footprint within your existing customers.\nFind, qualify, and develop upsell and cross-sell opportunities based on customer needs, product usage, organizational priorities, and the value you've already proven.\nBuild a repeatable expansion playbook covering stakeholder mapping, opportunity identification, discovery, value articulation, business-case development, and commercial execution.\nFind room to grow into new departments, facilities, business units, populations, use cases, product capabilities, and strategic initiatives.\nBuild relationships with new executive sponsors and decision-makers to uncover needs nobody is meeting yet and open the door to a bigger partnership.\nUse success milestones, usage data, performance results, and business reviews to make a strong case for more investment.\nTeam up with Sales, Account Management, and executive leadership on account strategy, coordinated expansion efforts, and complex enterprise sales cycles.\nLead or support commercial conversations, solution presentations, proposals, and negotiations alongside the right internal partners.\nKeep a forward-looking expansion pipeline in the CRM, with accurate opportunities, deal stages, expected close dates, and revenue potential.\nHit or beat your expansion revenue targets, with every recommendation grounded in what the customer needs and the value they'll get.\nEarn the kind of trust that makes customers see NeuroFlow as a strategic partner, more than a software vendor.\nWhat 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.\n4. Protect retention, renewals, and account health\nBuild proactive strategies that maximize retention, renewal rates, and long-term account value.\nTrack customer health through product adoption, engagement, stakeholder relationships, customer feedback, support trends, realized value, and commercial signals.\nCatch at-risk accounts early and lead structured recovery plans that fix root causes, rebuild confidence, and get momentum back.\nWork with Sales, Finance, Product, Implementation, and Support so every customer sees the value they need to renew and expand.\nStay on top of upcoming renewals, customer commitments, contract considerations, and anything that could put recurring revenue at risk.\nHandle escalations with clear communication, honest expectations, and the right internal people pulled in to fix the problem.\nTurn happy customers into advocates through references, case studies, testimonials, and customer forums where it makes sense.\nBalance retention and expansion so that growth rests on strong adoption, customer trust, and proven outcomes.\n5. Drive adoption, implementation, and the full customer lifecycle\nGuide customers through everything after the sale: implementation, onboarding, adoption, value realization, renewal, and expansion.\nWork with implementation and technical teams to set clear objectives, timelines, responsibilities, and success milestones.\nMake sure our solutions fit into the clinical and operational workflows that matter, backed by the right stakeholder engagement and change management.\nBuild customer-specific adoption plans covering user training, workflow alignment, executive sponsorship, usage barriers, and ongoing engagement.\nWatch usage and adoption trends to find where to step in, optimize, or expand use.\nHelp customers move past the initial rollout to broad adoption and day-to-day use that sticks.\nWork with Product and Engineering to share customer requirements, troubleshoot systemic issues, and prioritize the work that improves customer outcomes.\nExplain technical capabilities in plain, practical terms for clinical, operational, and executive audiences.\n6. Lead across teams\nPartner closely with Sales, Product, Marketing, Implementation, Clinical, Data, Support, and executive leadership so customers get a consistent experience.\nWork with Sales before and after the deal closes so customer expectations, goals, and commitments carry through without gaps.\nGive Product and Engineering structured feedback, use-case insights, and ideas for product enhancements.\nPartner with our Clinical and Data teams to build credible value stories and outcome reporting for each customer.\nPull together internal resources to solve complex customer issues and move strategic account initiatives forward.\nHelp shape our customer success processes, playbooks, account planning methods, and scalable approaches to retention and expansion.\nShare what works across the company to raise the bar on customer engagement, commercial performance, and consistency.\n7. Manage performance, report out, and keep improving\nKeep customer plans, account health assessments, renewal forecasts, expansion pipelines, and customer success activity accurate in the CRM.\nTrack results against key metrics, including retention, renewal rates, expansion revenue, product adoption, customer engagement, and customer satisfaction.\nBuild account strategies with clear objectives, measurable milestones, and defined commercial outcomes.\nDig into customer trends to find risks, growth opportunities, and ways to improve the customer lifecycle.\nKeep leadership informed on account performance, risks, opportunities, and resource needs through regular reporting and business reviews.\nHelp refine our customer success metrics, operating rhythms, and revenue accountability practices as we scale.\nQualifications\nA bachelor's degree in Healthcare Administration, Business, Public Health, Health Informatics, or a related field, or equivalent relevant experience.\n7+ years in customer success, strategic account management, enterprise account management, or a similar customer-facing role in B2B software or SaaS.\n3+ years working with healthcare organizations, healthcar...","description_format":"text","description_chars":20522,"description_truncated":true,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Flexible schedule","Growth opportunities","Parental leave","Pet friendly","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Mental Health","Care Coordination & Population Health","Clinical Decision Support"],"lifecycle":[{"event":"open","at":"2026-10-14T16:21:12Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":0.9,"age_days":23,"expected_fill_days":40,"reasons":["conf:3","win:mid"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/neuroflow-senior-manager-customer-success","json_url":"https://alion.io/job/neuroflow-senior-manager-customer-success.json","meta":{"generated_at":"2026-11-06T07:50:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13981,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63159},"rest":"https://alion.io/mcp/rest/get_company?id=63159"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fneuroflow-senior-manager-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fneuroflow-senior-manager-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fneuroflow-senior-manager-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/neuroflow-senior-manager-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fneuroflow-senior-manager-customer-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2544217}},{"tool":"search_jobs","arguments":{"company":"neuroflow.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2544217},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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