Senior Client Success Manager

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 larger accounts. This person will be on the front lines as a trusted advisor to our client. 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 once/month 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 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.

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. 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, or Seattle, WA, 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.