Senior Client Success Manager
hace 1 mes
New York
Job Description 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) The Senior Client Success Manager will be the main point of contact for some of our larger accounts - driving enrollment and engagement while taking direct accountability for net revenue retention, renewal health, and expansion readiness. You'll translate member outcomes into quantifiable business value for clients, orchestrate cross-functional motions with Sales, Renewals, Product, and Analytics, and build the strategic account plans that protect and grow Maven's revenue. This is not a reactive support role — it's a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen. As Senior Client Success Manager at Maven, you will: • Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation (expected book of business capacity of ~12 accounts), • Build and maintain strategic account plans, including expansion opportunities, competitive threats (e.g., vendor consolidation, competitor displacement), 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, flagging risk 12 months prior to renewal Identify and develop Client Success Qualified Leads (CSQLs) by surfacing expansion signals — new populations, benefit line additions, geographic growth — and building the internal business case before handing to Sales, • 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, • Drive enrollment and engagement strategies that are explicitly tied to client business outcomes — cost/claims avoidance, employee retention and attraction, and healthcare utilization improvement, • Deliver Quarterly Business Reviews that position Maven's quantifiable ROI in the client's language, with before-and-after impact data that supports renewal justification and expansion conversations, • Build and present data-driven business cases for Maven's value, tailoring messaging by stakeholder level: cost containment and claims data for CFOs, utilization and engagement for Benefits leaders, retention and attraction narratives for CHROs, • Proactively consult clients on program optimization using 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, • 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, taking ownership of project timelines and accountability for deliverables, • Consult clients on strategies 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., • 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), and a deep understanding of the employee benefits and healthcare landscape., • Experience working with large employer clients (10,000+ employees) is required, • 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, • Serve as a strategic partner to internal stakeholders, collaborating to deliver a seamless experience for Maven clients and partners, translating insights into product, process, and market improvements. Demonstrated history of contributing directly to net revenue retention through proactive renewal management, risk mitigation, and expansion pipeline development, • Proven ability to broaden and deepen multi-threaded executive relationships (VP, CHRO, CFO, Benefits leaders, consultants), within client relationship, specific experience navigating complex stakeholder landscapes and competitive displacement scenarios, • 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, • 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, with the ability to translate data, client performance into market insights and action planning in partnership with clients., • 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), • 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 This role requires active work authorization in the US. Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via 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. 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 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 ). 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: . For general and additional inquiries, please contact us at .