Client Success Associate

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 high energy, passionate, and detailed-oriented Associate to join our Client Success Team. The Associate will play a critical role in supporting Maven’s rapidly growing direct segment with a high level of responsibility and visibility across the team. As part of the Associate team, you will support the high volume of employers that come in through our Direct to Employer vertical - designing programs that solve their needs relating to; implementation, enrollment strategies, demonstrating value, and reporting

As a Client Success Associate at Maven, you will: 

• Serve as a member of the account team managing our book of Small and Medium size Businesses (SMB) through a pooled support inbox, as well as developing 1:many content that can be leveraged by all customer segments
• Develop deep product and internal process knowledge to help identify common roadblocks and propose solutions for better team efficiency
• Standardize and maintain CS team playbooks, templates and documentation to further enhance client experience while promoting and maintaining efficiencies 
• Utilize Salesforce Cases system for triage, communication and resolution workflows; partner closely with peers other team triage colleagues to ensure high level of accountability and limit redundancy in addressing client questions and concerns 
• Own day-to-day cross-functional coordination of client activities, including but not limited to reporting requests, hosting client meetings upon request, delivering on client marketing requests, and business operation deliverables
• Actively listens to clients' concerns and diagnoses clients’ service needs while facilitating timely client problem-resolution
• Follow escalation protocols correctly to ensure tickets are routed to the right teams for support and/or that you seek additional support to respond to clients appropriately; help to support and maintain these documented protocols and identify opportunities for process improvement where needed
• Partner with other CSMs, Operations, Client Deliver, Sales, and Product to iterate on existing processes and continue to deliver best-in class client service
• Support biannual client reporting meetings upon request; analyze data and outcomes to help inform engagement strategies and measure program effectiveness

We’re looking for you to bring:  

• 2-4 years of experience in customer or client success, account management, customer or digital marketing, project management and/or operations
• Passion for healthcare, telehealth, and/or start ups
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Ability to craft thoughtful and persuasive client-facing content in multiple different formats
• Ability to identify issues and trends based on your client experience and bring to appropriate cross-functional teams to identify and solve with process improvements
• Experience creating scalable and repeatable processes that are used by internal and external stakeholders
• Strong project management and organizational skills and the ability to influence without authority
• Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
• Experience using any of these types of tools; Salesforce, Looker, (or other data visualization tools), Gainsight (or other CS platform), HubSpot (or other email marketing tool), Matik (or other content creation tools), and Optimizely (or other A/B testing tools) 

Helpful experiences and skills (if you don’t have them, you can learn them with us!): 

• Project management or operations experience
• Background in a healthcare-related field
• Background in communications or marketing

For candidates in NYC, CO, or CA, the base salary range for this role is $72,000 - $95,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Benefits That Work For You

Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to 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 six months plus)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. 

Maven is an affirmative action and 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. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.