Senior Manager, Client Success

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 highly motivated and professional Senior Client Success Manager to join our Client Success team, with a specific focus on supporting our strategic accounts.

The Senior Client Success Manager will be the main point of contact for some of our largest payer/channel accounts (>15K eligible employees). This person will be on the front lines as a trusted advisor to our clients and a key consultative partner to our channel partnership teams. You will act as a strategic adviser, project manager and product expert to help our clients improve the benefits they reap from working with Maven’s products and services.

As Senior Client Success Manager at Maven, you will:

• Lead a portfolio of large employer clients and be the face of Maven for all client-related needs (expected book of business capacity of ~12 accounts)
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Collaborate with client leadership, broker and consultant partners, and other internal and external stakeholders to unlock additional business opportunities within your portfolio
• Serve as the primary point of contact collaborating with cross-functional teams including product, engineering, data, and marketing, and leading cross-functional initiatives to deliver exceptional client outcomes.
• Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
• Manage client issues and escalations, collaborating with partner teams such as member support, operations, analytics, product, and sales as required
• Provide strategic analysis of member engagement performance and program metrics
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
• Identify and address root causes of challenges, recommending scalable improvements to processes and systems to enhance client outcomes.
• Act as a trusted decision-maker, balancing multiple perspectives and ensuring alignment with company priorities to drive key decisions forward.

We’re looking for you to bring:

• 6+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies
• 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