Senior Client Success Manager

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 commercially-minded and strategic Senior Client Success Manager to join our Client Success team,  to own relationships with our highest-value employer accounts.

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.

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

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)

Comfort operating in high-growth environments with evolving processes — you build the plane while flying it and see ambiguity as opportunity, not friction

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

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 - $150,000 per year. You may also be entitled to receive bonus, equity, and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

T

his 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 ha