Senior Client Success Manager

About the role

Maven Clinic is seeking a Senior Client Success Manager to lead relationships with our largest employer clients. This role involves managing relationships with large employer clients, driving enrollment and engagement, and ensuring net revenue retention, renewal health, and expansion readiness.

Responsibilities

• Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation
• Build and maintain strategic account plans, including expansion opportunities, competitive threats, 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
• 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
• Deliver member enrollment and engagement campaigns that deliver measurable client business outcomes, developed in coordination with health plan partners and executed in adherence to channel-specific communication protocols and payer approval requirements
• Deliver Quarterly Business Reviews and data-driven business cases that translate Maven's clinical outcomes and member engagement into quantifiable ROI, tailoring messaging by stakeholder persona
• Proactively consult clients on program optimization and strategies to better support family building and their working parents, leveraging 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
• Partner with health plan Account Executives to align on strategy, enrollment goals, and renewal timing while maintaining Maven’s distinct presence and value proposition within the partnership
• 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 cross-functional point of contact — leading initiatives with Product, Engineering, Data, and Marketing to deliver exceptional client outcomes, and managing escalations in partnership with Member Support, Operations, Analytics, and Sales — with ownership of project timelines and accountability for deliverables
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
• 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

Requirements

• 7+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies, with demonstrated ownership of commercial outcomes (client retention, expansion, NRR)
• A deep understanding of the employee benefits and healthcare landscape
• Proactive approach to adopting AI tools and technology, applying them to streamline workflows, generate insights, and elevate the client experience
• Experience working with large employer clients (10,000+ employees)
• Experience working within or alongside channel partner or payer-distributed model
• Proven track record of positioning and executing marketing strategies that drive enrollment to drive to measurable client business outcomes
• Passion for healthcare and influencing organizational change
• Strategic partner to internal stakeholders, collaborating to deliver a seamless experience for Maven clients and partners, translating insights into product, process, and market improvements
• Proven ability to broaden and deepen multi-threaded executive relationships (VP, CHRO, CFO, Benefits leaders, consultants)
• Specific experience managing the relationships across both the individual employer group and health plan/channel partner stakeholder simultaneously
• Track record of partnering with Sales and/or Renewals teams to progress commercial opportunities, including developing CSQLs and building business cases for expansion
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, and account management)
• Willingness to travel 25-30% of the time for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)
• Comfort operating in high-growth environments with evolving processes — you build the plane while flying it and see ambiguity as opportunity, not friction

Qualifications

• Experience at a digital health company in the health, wellness, or family health space is preferred
• Experience supporting health benefit programs for employer or payer clients is a bonus
• Experience with Salesforce, Looker, and/or Microsoft suite is helpful

Skills

• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, and account management)
• Willingness to travel 25-30% of the time for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)
• Comfort operating in high-growth environments with evolving processes — you build the plane while flying it and see ambiguity as opportunity, not friction

Benefits

• Base salary range: $128,000 - 145,000 per year
• Equity and benefits
• Onboarding stipend
• 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

Pay

The base salary range for this role is $128,000 - 145,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

Schedule

This role is exclusively open to candidates in New York, NY; San Francisco/Bay Area, CA; and Seattle, WA. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. Remote Mavens in a commutable distance (~90 minutes driving or on public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are expected to attend local Maven hosted Work Together Days.

Equal Opportunity Employer

Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.