Client Success Manager

About the role

Maven is seeking a Client Success Manager to join our Client Success team. This role will focus on owning relationships with employer accounts introduced through Maven's channel partnerships, driving enrollment and engagement while taking direct accountability for net revenue retention, renewal health, and expansion readiness.

Responsibilities

• Support the success and satisfaction of your portfolio of employer clients, helping ensure strong client retention and engagement
• Collaborate with channel/payer partner client executives to manage broader strategic client relationships and unlock additional business opportunities within your portfolio
• Aid in building and maintaining account plans, tracking renewal milestones, and identifying opportunities for growth
• Monitor client health and engagement on an ongoing basis, flagging potential risks early and collaborating with your manager and team to develop mitigation plans
• Identify potential opportunities for client expansion and collaborate with Sales to build business cases and handoffs
• Partner with Sales and Renewals teams to ensure smooth account transitions and handoffs, contributing to clear narratives and data-supported recommendations
• Support client enrollment and engagement initiatives that drive measurable business outcomes, such as employee utilization, satisfaction, or program adoption
• Participate in Quarterly Business Reviews and other client-facing presentations, sharing data insights and supporting renewal or expansion discussions
• Consult clients on program optimization using Maven’s expertise, benchmark data, and program resources, ensuring measurable business impact
• Maintain strong client relationships, fostering satisfaction, loyalty, and advocacy, and supporting case studies or success stories where appropriate
• Collaborate with cross-functional teams (product, engineering, analytics, marketing) to support client projects, timelines, and deliverables
• Manage client inquiries, issues, and escalations, coordinating with partner teams as needed to resolve challenges
• Share client insights internally to help improve products, processes, and marketing initiatives
• Recommend improvements to client workflows or processes, supporting scalable solutions to enhance outcomes

Requirements

• 5+ years of experience in account management, customer success, or client services within digital health, healthcare, benefits, or SaaS companies, with demonstrated ability to manage client relationships and contribute to commercial outcomes
• Experience working with enterprise employer clients through channel/payer partners (5,000+ employees) preferred
• Proven ability to support and execute marketing or engagement strategies that drive measurable client outcomes
• Passion for healthcare and supporting organizational change
• Ability to build and maintain relationships with multiple stakeholders (HR, Benefits, Finance), navigating client environments effectively
• Experience partnering with Sales or Renewals teams to support commercial opportunities and account growth
• Strong interpersonal, verbal, written, and presentation skills, with the ability to communicate clearly and influence internal and external stakeholders
• Ability to prioritize and manage multiple tasks while ensuring deadlines and deliverables are met
• Analytical skills and strategic thinking – able to translate data and client performance into actionable insights in collaboration with clients
• Experience supporting the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, and account management)
• Comfort operating in a growing and evolving environment, adaptable to changing processes and ambiguity
• Willingness to travel occasionally (up to 20%) for client meetings and participate in our NYC office when needed

Qualifications

• Passionate about healthcare and supporting organizational change
• Experience in digital health, healthcare, benefits, or SaaS companies
• Experience with managing high volume of clients is preferred
• Experience supporting health benefit programs for employer or payer clients
• Experience with Salesforce, Gainsight, Looker, and Microsoft Office suite

Skills

• Commercial mindset and strategic thinking
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to build and maintain relationships with multiple stakeholders
• Experience with Salesforce, Gainsight, Looker, and Microsoft Office suite

Benefits

• Base salary range: $106,000 - 125,000 per year
• Equity and benefits
• Competitive benefits package including employer-covered health, dental, and insurance plan options
• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics
• 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