Overview
As the Client Success Operations Manager at NeuroFlow, you will be the driving force behind our CS function's operational excellence, leveraging systems and data to transform our implementation and customer experience. You'll own the strategy and execution for our critical CS platforms including RocketLane and Gainsight, turning them from simple tools into strategic assets that reduce our implementation timelines, improve customer satisfaction, and create predictable, scalable processes across our growing customer base.
Key Responsibilities
Strategic Systems Management
- Lead the strategy, configuration, and optimization of our CS tech stack (RocketLane, Gainsight) to drive measurable improvements in our TTV baseline
- Design and implement dashboards and reporting frameworks that provide predictive insights on client health and implementation progress
- Create automated workflows that identify at-risk implementations and trigger proactive interventions
Process Design & Optimization
- Develop standardized, segment-specific approaches for critical implementation milestones like data ingestion for Healthcare, DoD, and Payor clients
- Establish and maintain a library of implementation templates, checklists, and playbooks that ensure consistent delivery quality
- Implement early warning systems for implementation risks and design escalation protocols
Cross-Functional Enablement
- Partner with Product and Marketing teams to streamline the release readiness process and ensure timely, effective enablement of the CS organization
- Create training materials and enablement sessions that build CS team capabilities around tools and processes
- Develop data-driven insights that help Product and Sales understand implementation patterns and client needs
Performance Measurement & Improvement
- Own and report on key CS metrics including TTV, customer satisfaction, adoption rates, and retention
- Identify bottlenecks in the customer journey and lead initiatives to remove friction points
- Benchmark our CS operations against industry standards and drive continuous improvement initiatives
Qualifications
Required
- 4+ years experience in CS Operations, Professional Services, or Implementation Operations, preferably in SaaS or healthcare technology
- Demonstrated experience administering and optimizing CS tools like RocketLane, Gainsight, or similar platforms
- Strong analytical capabilities with experience turning data into actionable insights
- Project management experience with a track record of delivering operational improvements
- Excellent communication skills with the ability to influence cross-functional stakeholders
Preferred
- Experience working in B2B2C environments and understanding of adoption best practices
- Understanding of healthcare workflows, especially in provider and care management contexts
- Experience designing and leading operational transformations that delivered measurable business impact
- Background in data visualization and business intelligence tools
Impact
This role will directly influence our ability to accelerate customer time-to-value, improve Net Revenue Retention, and create scalable operations that support our growth. You'll be instrumental in shifting our organization from reactive to informed, creating the systems and processes that enable truly exceptional customer experiences.
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.
