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Jobs · Management · New York

Senior Director, Client Success New York, NY; Remote, US (Hub cities)

Naytal · New York, NY · 2 wk ago
Management$165k–$210k/yrFull-time

Overview

Maven is a virtual clinic dedicated to improving healthcare for women and families. With a focus on fertility, family building, maternity, newborn care, parenting, pediatrics, and menopause, Maven partners with over 2,000 employers and health plans. Recognized for innovation and leadership, Maven has received numerous accolades including being named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work.

Responsibilities

  • Lead and scale the Enterprise Client Success team, focusing on strategic vision, client management, and continuous improvement.
  • Coach, mentor, and motivate the team to drive account performance, growth, and advocacy.
  • Own commercial outcomes including Net Revenue Retention, gross retention, growth, and enrollment target achievement.
  • Define and implement operational metrics, establish business reviews, and drive KPI rigor.
  • Analyze customer feedback and insights to identify trends, improve processes, and drive product/service enhancements.
  • Collaborate cross-functionally to resolve issues quickly and maintain high client satisfaction.
  • Build relationships with key decision-makers and consultants, and develop client growth strategies.
  • Represent Client Success in new business discussions, forge strong relationships with Payer, Channel, and Consulting leads, and establish client growth strategy.
  • Manage client escalations, act with urgency, provide transparent communication, and serve as Maven’s external representative.
  • Drive AI-native transformation of Client Success operations, including leading the next phase of Maven’s AI-powered Client Success operating model.
  • 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 of experience in a leadership role, preferably in managing a team of direct reports.
  • Excellent people-leadership skills with a proven track record of developing high-performing teams and building culture.
  • Experience carrying and delivering against a growth goal, owning upsell and client engagement targets, and 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.
  • 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, able to navigate complexity and find solutions quickly.
  • Strong verbal, written, and presentation skills; ability to communicate clearly and influence stakeholders.
  • Strong analytical skills; ability to understand data and present insights to clients.
  • Experience leading teams across the full customer success lifecycle post-sales, including implementation, adoption, product training, renewals, and account management.
  • Experience identifying and leading process improvement and creating scale within a CS organization, specifically in AI-native CS transformation.
  • Willingness to travel 30–40% of the time for key client and internal strategy meetings.

Pay and Schedule

The base salary range for this role is $165,000 – $210,000 per year. Maven offers a competitive benefits package including Maven for Mavens, whole-self care through wellness partnerships, hybrid work, in-office meals, and work together days, 16 weeks of paid parental leave, and an annual professional development stipend.

Benefits

  • 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+).
  • An annual professional development stipend and access to a personal career coach through Maven for Mavens.
  • 401K matching for US-based employees, with immediate vesting.

Equal Opportunity Employer

Maven Clinic is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are committed to providing a safe and inclusive work environment for all employees.

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