Client Success Operations Analyst

Summary

Join NeuroFlow as the Client Success Operations Manager and become the driving force behind operational excellence in the CS function. Leverage systems and data to transform implementation and customer experience, owning the strategy and execution for critical CS platforms like RocketLane and Gainsight. Develop standardized approaches for implementation milestones, create automated workflows, and build early warning systems. Partner with cross-functional teams to streamline processes and create training materials. Own and report on key CS metrics, identify bottlenecks, and drive continuous improvement initiatives. This role directly influences customer time-to-value, Net Revenue Retention, and scalable operations, creating exceptional customer experiences.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• 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