Senior Client Success Executive
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:
NeuroFlow helps risk-bearing healthcare organizations improve outcomes and cost of care in medically complex populations by surfacing and supporting behavioral health needs that typically go undetected and under-addressed. Across payors, providers, and the federal government, NeuroFlow's scalable technology and analytics capabilities empower organizations with the behavioral health insights they're missing to manage these populations in a financially sustainable way. Powered by deep expertise in whole-person care, NeuroFlow offers a path to risk predictability and proactive care that helps 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.
Position Overview:
- We are looking for a strategic Client Success Executive to oversee enterprise-scale stakeholder relationships, ensuring alignment with clients' strategies and driving ROI from their investment in NeuroFlow. You'll excel at fostering loyalty and retention by exceeding client expectations, strategically showcasing value, and collaborating cross-functionally to deliver tailored solutions that enhance customer success and promote long-term partnerships.
What you will do:
- Manage enterprise-scale stakeholder relationships ensuring that our objectives are in alignment with their strategy and that our customers are seeing ROI and impact from their investment in NeuroFlow. Understand customers’ behavioral health strategy, translating that strategy to a successful roadmap of initiatives in partnership with NeuroFlow.
- Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
- Plans for and executes client retention through strategically showing client value and then executing on renewal opportunities.
- Exceed client expectations to create a strong partnership and referenceable clients by balancing the requests of the customer while keeping the business needs of NeuroFlow top of mind.
- Serves as the strategic relationship owner and strategic advisor to clients.
- Work cross-functionally to ensure that customer feedback is being shared and acted upon by the appropriate group within NeuroFlow; effectively managing internal relationships to execute against customer performance expectations.
- Actively monitor customer success goals; communicate any renewal risk to internal resources to facilitate the development of resolution strategies to include executive engagement/realignment.
- Monitor customer operational performance metrics, SLAs, and KPIs; identify trends that inform process improvement within product and operations.
- Work with leadership to build best practices for internal processes.
- Guide account management client activities to ensure strategy alignment and deliverables are being met.
- Plan, manage and deliver client business reviews.
Who you are:
- A Trusted Advisor who establishes strong strategic and consultative relationships with clients by listening to their needs and sharing not only what they want to hear, but also what they need to hear.
- A Strategic thinker who is also capable of executing against day to day needs of the client.
- Ability to travel up to 25% as needed.
- 10-15+ years of experience in a Client Executive role, preferably within enterprise SaaS or startups.
*This role requires US Citizenship
Company Benefits:
*Applicable for full time employees
Flexible work schedule, unlimited PTO, physical and mental wellness benefits, medical coverage, parental leave, 401K, company-sponsored events, referral program, onsite gym, dog friendly office, snacks in the office, commuter benefits, onsite massages.
What We Believe:
NeuroFlow is a proud equal opportunity employer. Every day we are working to tackle the mental health crisis in America, and in order to do that well, we need diverse voices, experiences, and perspectives at the table. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.
*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are typically done which will ensure an equal employment opportunity without imposing undue hardship on NeuroFlow. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.
As a HIPAA compliant organization
All team members shall:
Act in accordance with NeuroFlow’s Information Security Policies.
Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference.
Report security events or other risks to the organization
Execute organizational security processes or activities
Perform security responsibilities that defined and communicated for their role
Be responsible for their actions regarding the security of organization