Strategic Customer Success Manager
$130k - $180k USD
About Neura:
Neura Health is a nationwide, doctor-led practice built to eliminate the barriers between patients and life-changing care. As the country's leading virtual neurology clinic, we provide an all-in-one longitudinal platform where cutting-edge technology meets specialized expertise to manage the entire spectrum of neurological diseases. While traditional brick-and-mortar clinics are at a breaking point, forcing patients to endure dangerous 4-6 month wait times, Neura is scaling the nation’s largest virtual practice to deliver immediate access to the 145 million Americans in need. Through strategic partnerships with leading health systems, pharmaceutical innovators, and large clinics, as well as a direct-to-patient model, we are fundamentally transforming the referral landscape and reducing average wait time from 276 days to 5 days.
Our tech-enabled model provides a comprehensive, end-to-end experience that goes far beyond a standard consultation. We offer patients seamless access to personalized care plans and expert care navigation, ensuring no one has to manage their journey alone. This mission is powered by our multidisciplinary specialized care teams, which include world-class physicians, nurse practitioners, physician associates, and dedicated care coaches. We leverage AI-powered workflow optimization and continuous monitoring for everything from chronic headaches and epilepsy to complex memory disorders. Backed by $22M in funding from world-class investors, we are not just improving neurology; we are revolutionizing it. We are looking for purpose-driven innovators to join us in making high-quality brain health a reality for everyone.
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.
Key Responsibilities
- 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.
Qualifications
Required:
- 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.
Preferred:
- Familiarity with AI tooling to accelerate efficiency in this role
- Experience in digital health, cognitive health, neuroscience, or wellness technology.
- Background working with health systems, clinics, and/or pharma companies
- Familiarity with customer analytics, NPS/CSAT, and success metrics.
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)
Working at Neura
- Location: Fully Remote (US), with a preference for team members who can meet at our NYC office from time to time
- East Coast preferred but not required
- Schedule: Full-time, with regular core hours
- Travel: Quarterly travel may be required for client meetings
- Benefits: Comprehensive health coverage, equity options, flex time off, L&D stipend - details found here
- Compensation Range: $130,000-180,000
Culture: About Being a “Neuron”
Neura is building a category-defining neurology company, and we’re doing it with a team that’s all-in. We move with urgency, we take ownership end-to-end, and we hold an extremely high bar because the work is real and the impact is personal. We’re here to raise the standard of care and deliver a patient experience that is world-class.
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. You’ll be surrounded by a highly committed, humble, and inspiring team that challenges each other directly, supports each other deeply, and gets better every week. If you want real responsibility, real velocity, and the chance to build something transformative from the ground up, this is the place for you.
Neura Health Hybrid Model
We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. If located within a reasonable commuting distance to our NYC office, employees in hybrid roles are required to be in the office 2 days per week (Tuesdays & Thursdays) for the full 8 hours of a typical business day. Our office is conveniently located at 205 East 42nd Street in New York.
About the Founders:
- Liz Burstein is the CEO and was previously Head of Product at Maven Clinic, Director of Product at Zocdoc and Senior Product Lead at LinkedIn. She has fifteen years of experience in the tech industry, and a wealth of knowledge in the health tech domain.
- Sameer Madan is the CTO and was previously an engineer at Facebook for 9 years. At Facebook, Sameer was the technical lead for Live Video, and built several well known products such as Facebook Mentions, threaded-ranked comments, and more.
Neura is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to these or any other characteristics protected by law.