Strategic Customer Success Manager, Neura Health

• 6+ years of experience in Customer Success, Account Management, Client Services, or Client Implementation for digital health services and/or platforms
• 2+ years of experience in strategy consulting or advisory
• Proven success managing enterprise or institutional clients, driving adoption and retention
• Strong communication, relationship building, and presentation skills, with the ability to simplify complex concepts
• Ability to strategically leverage data to storytell and play back customer value
• Demonstrated experience partnering with implementation and technical teams on solution rollouts
• Comfort with light technical configuration, data mapping, or integration work in collaboration with engineering or product teams
• Data-driven mindset with experience using CRM or success tools (e.g., HubSpot, Salesforce, Gong)
• Self-starter comfortable working independently in a hybrid, distributed team
• Excellent organizational skills and attention to detail
• You’ll thrive here if you have an unwavering curiosity to do right by the patient and you’re energized by delivering a radically better patient experience, not incremental improvement
• If you’re the kind of person who sees what could be better and can’t let it go, who learns fast, executes with precision, and follows through to outcomes, you’ll fit right in

Desirable

• We’re seeking an experienced Strategic Customer Success Manager with digital health experience to join our growing commercial team
• This role is key to ensuring our enterprise clients achieve success with Neura Health
• You will own client relationships end-to-end — from onboarding to ongoing engagement, adoption, and renewals — while collaborating with internal teams to drive value, advocate for client needs and help scale our success operations
• This is a fully remote position with flexibility to accommodate clients in different time zones. This role will require travel to key clients to build rapport and relationships
• Serve as the primary point of contact for enterprise clients across the full customer lifecycle, building trusted relationships and deeply understanding each client’s goals, workflows, and value drivers
• Lead onboarding, implementations, and launches in close partnership with Product, Engineering, Clinical, Marketing, and B2B Operations to ensure seamless deployments and measurable impact
• Configure and optimize Neura’s platform to align with client workflows, drive frictionless patient activation, and deliver clear business outcomes
• Own customer health, retention, renewals, and expansion by proactively identifying risks, developing engagement strategies, and tracking performance against agreed success metrics
• Lead regular check-ins and business reviews, clearly articulating ROI, outcomes, and progress toward success goals
• Partner cross functionally to translate client feedback into actionable product and operational improvements, serving as the voice of the customer internally
• Co-create and refine the post sale activation and growth playbook to drive patient adoption and revenue realization
• Develop client advocacy by cultivating referenceable customers and collaborating with Marketing on case studies and thought leadership opportunities
• Continuously improve client engagement, workflows, and operational efficiency through innovative problem solving
• Success Metrics:
• Customer retention and renewal rates
• Time to value (onboarding speed and outcomes)
• Net dollar retention and upsell success
• Customer satisfaction and advocacy (NPS, testimonials)