Senior Manager, Customer Success

NeuroFlow; Philadelphia (Philadelphia County); On-site; USD 120,000 - 170,000; Full time

Job summary

NeuroFlow is seeking a Senior Manager, Customer Success to lead strategic healthcare relationships and drive retention, adoption, and growth across a growing healthcare customer base.

You’ll bring deep healthcare industry knowledge and a proven B2B SaaS customer success track record, with a focus on expanding revenue through upselling and cross‑selling. You’ll guide complex enterprise accounts toward successful outcomes and renewed partnerships.

Qualifications

• Proven track record in B2B SaaS customer success.
• Experience upselling and expanding within enterprise accounts.
• Ability to partner with healthcare executives and IT leaders.

Responsibilities

• Own and grow a portfolio of strategic healthcare accounts from start to renewal.
• Build relationships with executives, clinicians, and IT stakeholders.
• Drive adoption, measure outcomes, and demonstrate value.
• Identify and close upsell and cross-sell opportunities.
• Lead renewal strategy and manage account health.

Skills

Healthcare ecosystem knowledge

B2B SaaS customer success

Upselling & cross-selling

Executive relationship management

Job description

Who We Are

NeuroFlow 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.

While 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.

What We Do

We 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.

We 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.

How We Do It

The 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.

NeuroFlow 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.

Our 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.

About the Role

As 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 Do

1. 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,