Senior Manager, Customer Success
- Compensation
- Not disclosed
- Location
- Philadelphia, United States
- Work setup
- Onsite
- Seniority
- Senior
- Employment
- Contract
- Experience
- 3+ years
- Category
- Customer success
- Posted
Skills
Must have
- 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.
- Healthcare fluency. You speak the language of healthcare. You understand its economics, stakeholders, workflows, and challenges, and clinical and executive leaders see you as credible.
- Commercial mindset. You see customer success as a driver of revenue, retention, and long-term account value. You uncover unmet needs, build a business case people buy into, and turn opportunities into
- Strategic account leadership. You build thorough account plans, work through complicated stakeholder landscapes, and form relationships at every level of an organization.
- Consultative selling. You lead with discovery, listening, industry knowledge, and value-based conversations, so the solutions you bring forward line up with what the customer cares about.
- Customer outcome focus. You care about results more than activity. You connect product adoption to customer goals and show the value delivered.
- Analytical problem-solving. You use data, customer feedback, adoption trends, and business performance to decide what to do first and make smart recommendations.
- Cross-functional influence. You rally internal teams around customer needs and move work forward without relying on direct authority alone.
- Executive communication. You're at ease with senior healthcare leaders. You run strategic discussions with confidence and make complex information clear and convincing.
- Ownership and accountability. Account health, customer commitments, renewal readiness, and expansion results are yours, and you own them.
Nice to have
- 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 interoperability considerations.
- Experience building executive business cases, quantifying customer value, and presenting ROI or outcome analyses.
- Experience with enterprise SaaS commercial models, recurring revenue, contract renewals, and expansion forecasting.
- Experience with Salesforce or a similar CRM, plus customer success tools.
- Experience supporting enterprise software implementations that call for workflow change management and cross-functional coordination.
Full 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.