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.
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 ResponsibilitiesStrategic 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
QualificationsRequired
- 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.
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:
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Act in accordance with NeuroFlow’s Information Security Policies.
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Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference.
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Report security events or other risks to the organization
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Execute organizational security processes or activities
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Perform security responsibilities that defined and communicated for their role
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Be responsible for their actions regarding the security of organization
Top Skills
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