Senior Director, Client Success

Overview

Maven is a digital health company that provides clinical, emotional, and financial support to women and families. The company is recognized for innovation and industry leadership, having received numerous awards including TIME 100 Most Influential Companies, CNBC Disruptor 50, and Fast Company Most Innovative Companies.

Responsibilities

• Lead, inspire, and mentor a high-performing team of individual contributors, fostering a culture of excellence, collaboration, accountability, and continuous learning.
• Define and uphold the standard for talent, including strategic recruitment, comprehensive development, and decisive performance management.
• Oversee performance and client retention, ensuring a high NPS across the book of business.
• Own commercial outcomes across your book of business including: Net Revenue Retention, gross retention, growth, and enrollment target achievement. Through strategic account planning, identify upsell opportunities and effective member engagement strategies.
• Define operational metrics for the team, establish regular business reviews, and drive rigor around KPIs.
• 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.
• Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction.
• Build relationships with key decision-makers and consultants; develop and execute a stakeholder engagement strategy.
• Represent Client Success in new business discussions, forge strong relationships with Payer, Channel, and Consulting leads, and establish client growth strategy. Identify trends across existing clients to help drive member enrollment.
• Manage the full lifecycle of client escalations. Act with urgency, provide transparent communication, and serve as Maven’s external representative.
• Collaborate with all Client Success leaders on AI adoption, including leading the next phase of Maven’s AI-powered Client Success operating model: agentic workflows for account planning, call coaching, deal strategy, and executive briefings.
• Drive measurable efficiency gains in account-to-CSM ratios, time-to-insight, and CSM productivity.

Qualifications

• 10+ years of experience in account management or client services in digital health, healthcare, benefits, or regulated-industry SaaS companies.
• 5+ years managing or in a leadership role in current or prior experience.
• Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training, and onboarding.
• Excellent people-leadership skills with the ability to recruit, coach, and develop high-performing teams and build culture. Track record of upgrading team quality: hires retained, underperformers managed out, internal promotions earned.
• Must have previously carried and delivered against a growth goal, owning upsell and client engagement targets. Experience operating a book of $100M+ ARR with executive accountability for P&L impact.
• Ability to work with senior-level client leadership to solve escalations efficiently and effectively, operating as the face of the company.
• Prior experience leading change: defining CS infrastructure, metrics frameworks, and reporting rigor in a high-growth environment.
• Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth, and retention.
• Comfortable in ambiguity. Gets to the root cause quickly, navigating complexity to find the best solution. Doesn’t wait for permission to drive resolutions.
• Strong verbal, written, and presentation skills; ability to communicate clearly, lead with the takeaway, and influence internal and external stakeholders.
• Strong analytical skills; ability to understand data and present insights to clients.
• Experience leading teams across the full customer success lifecycle post-sales: implementation, adoption, product training, renewals, and account management.
• Experience identifying and leading process improvement and creating scale within a CS organization. Must have led AI-native CS transformation to drive efficiency and scale.
• Willingness to travel 30–40% of the time for key client and internal strategy meetings.

What We Offer

• Base salary range: $165,000 – $210,000 per year.
• Equity and benefits.
• Flexible hybrid work model.
• Access to Maven for Mavens: full platform and specialists 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.

About Maven

Maven is an equal opportunity employer committed to providing a diverse set of backgrounds and experiences. We are committed to providing a safe and respectful workplace for all employees.