Senior Manager, Client Success

Summary

Join Maven Clinic as a Senior Client Success Manager and be the primary point of contact for large payer/channel accounts with over 15,000 eligible employees. You will act as a trusted advisor, project manager, and product expert, helping clients maximize the benefits of Maven's products and services. Responsibilities include managing a portfolio of accounts, maintaining high client satisfaction, collaborating with internal and external stakeholders, consulting on client support strategies, and converting clients into advocates. You will also manage client issues, provide strategic analysis, own communications, serve as the client's internal voice, identify and address challenges, and act as a trusted decision-maker. This role requires strong communication, analytical, and interpersonal skills, along with experience in account management and working with large employer clients. Maven offers a flexible hybrid work model and a competitive benefits package.

Requirements

• 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)

Responsibilities

• 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

Preferred Qualifications

• 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

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