Senior Client Success Manager

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 looking for a commercially-minded and strategic Senior Client Success Manager to join our Client Success team,  to own relationships with our highest-value employer accounts. 

The Senior Client Success Manager will be the main point of contact for some of our larger accounts - driving enrollment and engagement while taking direct accountability for net revenue retention, renewal health, and expansion readiness.  You’ll translate member outcomes into quantifiable business value for clients, orchestrate cross-functional motions with Sales, Renewals, Product, and Analytics, and build the strategic account plans that protect and grow Maven’s revenue. This is not a reactive support role — it’s a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen.

As Senior Client Success Manager at Maven, you will:

• Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation (expected book of business capacity of ~12 accounts)
• Build and maintain strategic account plans, including expansion opportunities, competitive threats (e.g., vendor consolidation, competitor displacement), and renewal milestones
• Forecast renewal health on a defined cadence, proactively monitor client risk on an ongoing basis and establish documented risk mitigation plans as needed, flagging risk 12 months prior to renewal Identify and develop Client Success Qualified Leads (CSQLs) by surfacing expansion signals — new populations, benefit line additions, geographic growth — and building the internal business case before handing to Sales
• Partner with Renewals and Sales as the account quarterback: own the quality and completeness of every commercial handoff, ensuring these teams inherit a fully developed narrative with quantified ROI, stakeholder alignment, and a clear path to close
• Drive enrollment and engagement strategies that are explicitly tied to client business outcomes — cost/claims avoidance, employee retention and attraction, and healthcare utilization improvement
• Deliver Quarterly Business Reviews that position Maven’s quantifiable ROI in the client’s language, with before-and-after impact data that supports renewal justification and expansion conversations
• Build and present data-driven business cases for Maven’s value, tailoring messaging by stakeholder level: cost containment and claims data for CFOs, utilization and engagement for Benefits leaders, retention and attraction narratives for CHROs
• Proactively consult clients on program optimization using Maven’s industry expertise, benchmark data, and clinical outcomes to continuously demonstrate measurable business impact
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores and revenue retention
• Collaborate with client leadership, broker and consultant partners, and other internal and external stakeholders to unlock addi