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Senior Manager, Client Success

New York, NY; Remote, US (Hub cities)

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 highly motivated and professional Senior Client Success Manager to join our Client Success team, with a specific focus on supporting our strategic accounts.

The Senior Client Success Manager will be the main point of contact for some of our largest payer/channel accounts (>15K eligible employees). This person will be on the front lines as a trusted advisor to our clients and a key consultative partner to our channel partnership teams. You will act as a strategic adviser, project manager and product expert to help our clients improve the benefits they reap from working with Maven’s products and services.

As Senior Client Success Manager at Maven, you will:

  • Lead a portfolio of large employer clients and be the face of Maven for all client-related needs (expected book of business capacity of ~12 accounts)
  • Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
  • 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 point of contact collaborating with cross-functional teams including product, engineering, data, and marketing, and leading cross-functional initiatives to deliver exceptional client outcomes.
  • Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
  • Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
  • Manage client issues and escalations, collaborating with partner teams such as member support, operations, analytics, product, and sales as required
  • Provide strategic analysis of member engagement performance and program metrics
  • 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.

We’re looking for you to bring:

  • 6+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies
  • Experience working with large employer clients (10,000+ employees) is required
  • Proven track record of positioning and executing marketing strategies that drive enrollment
  • Passion for healthcare and influencing organizational change
  • Track record of high client satisfaction ratings and proven renewal success
  • Ability to develop and grow relationships with clients, including VP and C-level executives
  • Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
  • Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
  • Possess analytical skills and strategic thinking- you’re strong on both IQ and EQ
  • Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, and account management)
  • Willingness to travel for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)

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

  • Experience with managing high volume of clients is preferred
  • 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
  • Salesforce, Looker and/or Microsoft suite experience

The base salary range for this role is $128,000 - $148,000 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.

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C. 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, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C., we encourage in-person collaboration by requiring team members to attend quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.

This role requires active work authorization in the US.

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

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 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

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. 

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