Senior Director, Client Success (Strategic Team Lead)

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. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, Dragoneer Investment Group, and Lux Capital.   An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including: 

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

 Maven is looking for an experienced Senior Director to oversee our Strategic Client Success team. Reporting directly into the SVP of Client Services, you will oversee a high-growth account team managing our largest clients. We will look to you to motivate the team to drive account performance, growth and advocacy. Your superpowers are navigating complexity and building trusted client and cross-functional relationships.

As a Senior Director, Strategic CS Team Lead at Maven, you will: 

• Team leadership and management: Lead, inspire, and mentor a high-performing team of five Individual Contributors, fostering a culture of excellence, collaboration, accountability and continuous learning.
• Performance and growth of our global Book of Business: Enrollments, retention, upsells, and advocacy
• Performance tracking and reporting: Define operational metrics for the team, establish a regular business reviews and rigor around KPIs 
• Client feedback and insights: Gather, analyze, and leverage customer feedback and insights to identify trends, improve processes, and drive product and service enhancements; champion client priorities with senior leadership
• Manage client escalations: collaborate with cross-functional teams to come to quick resolutions that showcase our commitment to member satisfaction
• Strategic client advisor: build relationships with key decision makers and consultants, build and execute a stakeholder engagement strategy
• Growth team leadership: Represent client success in new business discussions, forge strong relationship with Payer/Channel/Consulting leads and establish client growth strategy, identify trends across existing clients to help drive new logo sales, partner with Growth Enablement to ensure Client Success have what they need for upsells/renewals. 

Minimum qualifications:  

• 10+ years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies 
• Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding
• Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth and retention
• Experience working in a cross-functional capacity
• Ability to navigate to the best solution in ambiguous situations, getting in the weeds to find the root of a problem
• Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
• Strong leadership skills and effective problem-solving abilities; must be able to develop and grow relationships with clients, executive leaders, and internal cross-functional teams
• Strong analytical skills; ability to understand data and present information to clients
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
• Willingness to travel for key client and internal strategy meetings

Preferred Qualifications:

• Experience at a digital health company in the health, wellness, or family health space is preferred
• Experience supporting health benefit programs for employers, payers, or channel partners is preferred
• Salesforce, Looker, Asana, and/or Microsoft suite exp