Maven Clinic is looking for a commercially-minded and strategic Client Success Manager to join our Client Success team. You will own relationships with our employer accounts introduced through channel partnerships, driving enrollment and engagement while taking direct accountability for net revenue retention, renewal health, and expansion readiness.
What You'll Do
- Support the success and satisfaction of your portfolio of employer clients, helping ensure strong client retention and engagement.
- Collaborate with channel/payer partner client executives to manage broader strategic client relationships and unlock additional business opportunities.
- Assist in building and maintaining account plans, tracking renewal milestones, and identifying opportunities for growth.
- Monitor client health and engagement on an ongoing basis, flagging potential risks early and collaborating on mitigation plans.
- Identify potential opportunities for client expansion and collaborate with Sales to build business cases.
- Partner with Sales and Renewals teams to ensure smooth account transitions and handoffs.
- Support client enrollment and engagement initiatives that drive measurable business outcomes, such as employee utilization or program adoption.
- Participate in Quarterly Business Reviews and other client-facing presentations, sharing data insights.
- Consult clients on program optimization using Maven’s expertise, benchmark data, and program resources.
- Maintain strong client relationships, fostering satisfaction, loyalty, and advocacy.
- Collaborate with cross-functional teams (product, engineering, analytics, marketing) to support client projects and deliverables.
- Manage client inquiries, issues, and escalations, coordinating with partner teams as needed.
- Share client insights internally to help improve products, processes, and marketing initiatives.
- Recommend improvements to client workflows or processes, supporting scalable solutions.
What We're Looking For
- 5+ years of experience in account management, customer success, or client services within digital health, healthcare, benefits, or SaaS companies.
- Demonstrated ability to manage client relationships and contribute to commercial outcomes.
- Proven ability to support and execute marketing or engagement strategies that drive measurable client outcomes.
- Passion for healthcare and supporting organizational change.
- History of contributing to client retention, renewal management, and account growth opportunities.
- Ability to build and maintain relationships with multiple stakeholders (HR, Benefits, Finance).
- Experience partnering with Sales or Renewals teams to support commercial opportunities.
- Strong interpersonal, verbal, written, and presentation skills.
- Ability to prioritize and manage multiple tasks while ensuring deadlines and deliverables are met.
- Analytical skills and strategic thinking – able to translate data and client performance into actionable insights.
- Experience supporting the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, and account management).
- Comfort operating in a growing and evolving environment, adaptable to changing processes and ambiguity.
- Willingness to travel occasionally (up to 20%) for client meetings and participate in our NYC office when needed.
- This role requires active work authorization in the US.
Nice to Have
- Experience working with enterprise employer clients through channel/payer partners (5,000+ employees).
- Experience at a digital health company in health, wellness, or family health space.
- Experience with managing high volume of clients.
- Experience supporting health benefit programs for employer or payer clients.
- Experience with Salesforce, Gainsight, Looker, and Microsoft Office suite.
Technical Stack
- Salesforce
- Gainsight
- Looker
- Microsoft Office suite
Team & Environment
You will join the Client Success team at Maven Clinic, operating in a growing and collaborative environment.
Benefits & Compensation
- Compensation: $106,000 - $125,000 per year.
- Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Whole-self care through wellness partnerships.
- Hybrid work, in office meals, and work together days.
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+).
- Annual professional development stipend and access to a personal career coach through Maven for Mavens.
- 401K matching for US-based employees, with immediate vesting.
Work Mode
This is a hybrid role open to candidates in the New York Metropolitan area, NY; San Francisco/Bay Area, CA; Seattle, WA; Boston, MA; Chicago, IL; and Washington, D.C.
Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
