Job Description

NeuroCatch (A HealthTech Connex Company) is a pioneering health technology company committed to revolutionizing cognitive assessment through innovative neuroscience solutions. Specializing in objective, rapid, and accurate brain health evaluations, NeuroCatch leverages advanced EEG technology to provide clinicians with essential insights into cognitive function in six minutes. Our mission is to empower healthcare providers with precise diagnostic support, improve patient outcomes, and transform the standards of cognitive care. At NeuroCatch, we're shaping the future of brain health assessment by bridging neuroscience, technology, and patient care.


Work with us to positively impact a billion brains!

Role Summary

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The Customer Experience Specialist is a cross-functional, customer-centric leader responsible for owning the post-sale customer journey. This individual is the linchpin connecting Sales, Production, Finance, Quality, and Clinical Support, ensuring that every NeuroCatch customer receives a white-glove, efficient, and engaging experience.


The successful candidate will demonstrate strong organizational and relationship management skills, with experience in healthcare technology or medical devices. This role is critical to improving customer satisfaction, supporting revenue retention, and creating raving fans of NeuroCatch.

Key Responsibilities

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Customer Journey Ownership

Serve as the primary internal point of contact for new customers post-sale. Oversee onboarding and implementation scheduling, ensuring seamless coordination across teams. Guide customers through the full lifecycle: contract execution, production/shipping updates, training, and invoicing. Ensure onboarding and training programs are delivered efficiently and standardized through virtual modules and LMS tools.
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Customer Engagement & Advocacy

Build trusted, long-term relationships with customers through proactive outreach and support. Track usage and engagement to prevent drop-off and drive recurring scan volumes. Collaborate with Marketing to collect customer stories, success testimonials, and feedback.
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Cross-Functional Coordination

Act as the connective tissue between Sales, Production, Finance, Clinical Support, and Quality teams. Track and escalate issues related to order fulfillment, shipping, device usage, or service quality. Maintain accurate contract and scan count data within Salesforce and other CRM tools. Support continuous improvement of workflows and automation across teams.
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Billing & Subscription Management

Coordinate with Finance to ensure timely, accurate invoicing tied to scan usage. Maintain subscription renewal timelines and work with Sales on upsells or renewals.

Qualifications

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Bachelor's degree in Business, Healthcare Administration, or related field--or equivalent work experience. 3+ years of experience in Customer Success, Sales Operations, or Clinical Support, ideally in healthtech or medical devices. Familiarity with U.S. healthcare system, billing workflows, and clinic operations. Proficient with Salesforce and Microsoft Office Outstanding communication, coordination, and problem-solving abilities. Passionate about creating great customer experiences and improving brain health.

Nice to Have

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Salesforce Admin experience (e.g., dashboards, automation). Experience in the concussion, TBI and personal injury space. Experience scaling onboarding and support systems in a growth-phase company.

Compensation

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$75,000-$85,000 depending on experience, plus benefits.