Senior Client Success Manager

1 мес. назад

SeniorRemote

Manage client success and relationships for Maven Clinic's virtual healthcare services.

Условия

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 @.com email address (e.g jsmith@.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@.co

Другое

Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife — improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale. Through its consumer platform, Maven provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women. Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcar
An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including: 
TIME 100 Most Influential Companies (2023, 2026)
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)
Fast Company Most Innovative Companies (2020, 2023)
Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
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. In this role, you will manage relationships with large employer clients introduced through Maven’s health plan channel partnerships, working in close coordination with the health plan team who co-owns the broader strategic relationship. 
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.
Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation 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  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
Own member enrollment and engagement campaigns that deliver measurable client business outcomes, developed in coordination with health plan partners and executed in adherence to channel-specific communication protocols and payer approval requirements.
Deliver Quarterly Business Reviews and data-driven business cases that translate Maven's clinical outcomes and member engagement into quantifiable ROI, tailoring messaging by stakeholder persona — 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 and strategies to better support family building and their working parents, leveraging 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
Partner with health plan Account Executives to align on strategy, enrollment goals, and renewal timing while maintaining Maven’s distinct presence and value proposition within the partnership.
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 cross-functional point of contact — leading initiatives with Product, Engineering, Data, and Marketing to deliver exceptional client outcomes, and managing escalations in partnership with Member Support, Operations, Analytics, and Sales — with ownership of project timelines and accountability for deliverables
Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
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.
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.
Demonstrate a proactive approach to adopting AI tools and technology, applying them to streamline workflows, generate insights, and elevate the client experience — with a mindset of continuous learning as the landscape evolves.
Experience working with large employer clients (10,000+ employees) is required
Experience working within or alongside channel partner or payer-distributed model is preferred. 
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 managing the relationships across both the individual employer group and health plan/channel partner stakeholder simultaneously. 
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 - 145,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.
New York, NY; Remote, US (Hub cities)  Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and  Seattle, WA.  This role is exclusively open to candidates in these locations.  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 Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. Remote Mavens in a commutable distance (~90 minutes driving or on pub
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.