Customer Success Manager (Digital Health, Fully Remote)

Customer Success Manager (Digital Health, Fully Remote)Role Overview We’re seeking an experienced Customer Success Manager with healthcare experience to join our growing team. This role is key to ensuring our enterprise clients achieve success with Neurotrack’s platform. 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. Key Responsibilities • Serve as the primary point of contact for enterprise clients (health plans, health networks, health systems, etc.) throughout the customer lifecycle. • Lead and support client onboarding and implementation, working closely with product, engineer, marketing and implementation teams to ensure seamless deployments and integrations. • Engage in solution engineering - configuring, integrating, and customizing Neurotrack’s platform to meet each client’s specific needs and workflows, ensuring the solution delivers measurable value and aligns with business objectives. • Conduct regular check-ins and business reviews to discuss progress, optimize platform use, and address any challenges. • Deliver live or recorded product training, webinars, and support materials in Spanish and English. • Partner with product, engineering, and other teams to communicate client feedback and influence improvements. • Track customer health metrics, identify risks, and proactively develop retention and engagement strategies. • Manage renewals and identify expansion opportunities within existing accounts. • Maintain up-to-date documentation, playbooks, and FAQs. • Advocate for customers internally while representing Neurotrack’s mission and values externally. • Act as an innovative thinker and problem solver, bringing new ideas to improve workflows, client engagement, and operational efficiency. Qualifications Required: • 3+ years of experience in Customer Success, Account Management, Client Services, or Client Implementation for digital health platforms. • Proven success managing enterprise or institutional clients, driving adoption and retention. • 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. • Strong communication and presentation skills, with the ability to simplify complex concepts. • Data-driven mindset with experience using CRM or success tools (e.g., HubSpot, Salesforce, Gong). • Self-starter comfortable working independently in a fully remote, distributed team. • Excellent organizational skills and attention to detail. Preferred: • Native or professional fluency in Spanish and English (both written and verbal). • Experience in digital health, cognitive health, neuroscience, or wellness technology. • Background working with healthcare organizations or payers. • Familiarity with customer analytics, NPS/CSAT, and success metrics. Success Metrics • Customer retention and renewal rates • Platform engagement and adoption rates • Time to value (onboarding speed and outcomes) • Net dollar retention and upsell success • Customer satisfaction and advocacy (NPS, testimonials) Working at Neurotrack • Location: Fully Remote (US) • Schedule: Full-time, flexible hours depending on customer region • Travel: Limited — occasional travel may be required for client meetings (about 25%) • Benefits: Comprehensive health coverage, equity options, unlimited PTO, and a wellness account. At Neurotrack, you’ll be part of a mission-driven team committed to improving lives through better brain health. You’ll work with innovative technology, collaborate with passionate colleagues, and make an impact across US markets. Apply tot his job