Maven Clinic is looking for a Senior Client Success Manager to serve as the main point of contact for our strategic accounts. In this role, you will act as a trusted advisor and product expert, helping clients maximize the value of Maven's products and services.
What You'll Do
- Lead a portfolio of large employer clients (~12 accounts) and be the face of Maven for all client-related needs.
- Maintain a high level of client engagement, satisfaction, and loyalty.
- Collaborate with client leadership, brokers, and consultants to unlock additional business opportunities.
- Serve as the primary point of contact collaborating with cross-functional teams including product, engineering, data, and marketing.
- Consult clients on ways to better support their working parents based on Maven's industry expertise.
- Convert clients into Maven advocates for references, case studies, and blogs.
- Manage client issues and escalations, collaborating with partner teams as required.
- Provide strategic analysis of member engagement performance and program metrics.
- Own communications to meet mutually agreed upon goals including quarterly business reviews and external client meetings.
- Serve as the voice of the client internally to enhance product development and marketing.
- Identify and address root causes of challenges, recommending scalable improvements.
- Act as a trusted decision-maker, balancing multiple perspectives and ensuring alignment with company priorities.
What We're Looking For
- 6+ years of experience in account management, customer success, or client services in digital health, healthcare, benefits, or SaaS.
- Experience working with large employer clients (10,000+ employees) is required.
- Proven track record of positioning and executing marketing strategies that drive enrollment.
- Passion for healthcare and influencing organizational change.
- Track record of high client satisfaction ratings and proven renewal success.
- Ability to develop and grow relationships with clients, including VP and C-level executives.
- Strong interpersonal, verbal, written, and presentation skills; ability to communicate clearly and persuade internal and external stakeholders.
- Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines.
- Possess analytical skills and strategic thinking.
- Experience in working with the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, and account management).
- Willingness to travel once/month for key client meetings and participate occasionally in NYC office for relationship building (quarterly basis).
- Active work authorization in the US.
Nice to Have
- Experience at a digital health company in the health, wellness, or family health space.
- Experience supporting health benefit programs for employer or payer clients.
- Salesforce, Looker, and/or Microsoft suite experience.
Technical Stack
- Salesforce
- Looker
- Microsoft suite
Team & Environment
You will be a member of the Client Success team.
Benefits & Compensation
- Compensation range: $128,000 - $150,000 per year.
- Maven for Mavens: access to the full platform and specialists.
- 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; and Seattle, WA.
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.
