Customer Success Director

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. 

An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including: 

• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024) 
• Fortune Best Workplaces for Millennials (2024)
• Fortune Best Workplaces in Health Care (2024)
• TIME 100 Most Influential Companies (2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
• Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Maven is seeking a Customer Success Director to lead our most strategic and complex client partnerships. This is a senior individual contributor role where you will act as a trusted advisor to VP-level Benefits leaders and senior stakeholders, own global account strategy, and drive measurable business and clinical outcomes across a portfolio of high-value employer and payer accounts.

This role is both strategic and revenue-driving. While not a quota-carrying sales role, you will work closely with Renewal Managers (who own the renewal process) and Sales Directors (who own expansion opportunities) to ensure long-term account growth. You will be directly accountable for driving client satisfaction and ensuring attainment of enrollment goals, as well as creating the strategic conditions that lead to successful renewals, expansions, and measurable business and clinical outcomes.

Candidates who thrive in this role may have previously held titles such as Account Manager, Relationship Manager, Sales Executive, Senior Customer Success Manager, or Account Executive.

What You’ll Do

• Own executive-level relationships with VP-level Benefits leaders, brokers, and consultants, positioning Maven as a strategic partner.
• Lead account strategy with a strong focus on commercial outcomes—in partnership with Renewal Managers for renewals and Sales Directors for expansions—while directly driving enrollment performance and attainment of enrollment goals.
• Proactively map and engage new stakeholders across complex client organizations, expanding Maven’s influence and identifying new business opportunities.
• Translate client business goals into actionable success plans, demonstrating how Maven’s solutions drive ROI, cost savings, and measurable business and clinical outcomes.
• Deliver compelling, executive-ready narratives through business reviews and strategic updates tailored for benefits leadership audiences.
• Influence internal teams (Product, Operations, Marketing, and Clinical) with client insights to shape roadmap, delivery, and innovation.
• Act as a thought leader for clients on workforce strategy, family benefits innovation, and healthcare trends.
• Mentor and elevate Customer Success teammates by modeling best-in-class commercial and executive engagement skills.
• Represent Maven externally at senior-level client meetings, industry conferences, and forums.

What We’re Looking For

• 8+ years in client-facing roles with 5+ years leading enterprise or global accounts.
• Experience must come from healthcare, benefits, SaaS, HR technology, talent management, biotech, pharma, or other adjacent industries where success requires managing complex enterprise clients, influencing senior stakeholders, and delivering measurable business or clinical outcomes
• Proven commercial acumen: track record of influencing renewals, partnering with sales teams on expansions, and driving revenue impact through attainment of enrollment goals across strategic account