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 Client Success Manager to join our Client Success team, to own relationships with our employer accounts. The Client Success Manager will be the main point of contact for employer accounts introduced through Maven’s channel partnerships - 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 position that requires equal parts relationship depth, analytical rigor, and business acumen. This person will be on the front lines as a trusted advisor to our clients and a key partner to our channel partnership teams. As Client Success Manager at Maven, you will: Support the success and satisfaction of your portfolio of employer clients, helping ensure strong client retention and engagement Collaborate with channel/payer partner client executives to manage broader strategic client relationships and unlock additional business opportunities within your portfolio Assist in building and maintaining account plans, tracking renewal milestones, and identifying opportunities for growth. Monitor client health and engagement on an ongoing basis, flagging potential risks early and collaborating with your manager and team to develop mitigation plans. Identify potential opportunities for client expansion and collaborate with Sales to build business cases and handoffs. Partner with Sales and Renewals teams to ensure smooth account transitions and handoffs, contributing to clear narratives and data-supported recommendations. Support client enrollment and engagement initiatives that drive measurable business outcomes, such as employee utilization, satisfaction, or program adoption. Participate in Quarterly Business Reviews and other client-facing presentations, sharing data insights and supporting renewal or expansion discussions. Consult clients on program optimization using Maven’s expertise, benchmark data, and program resources, ensuring measurable business impact. Maintain strong client relationships, fostering satisfaction, loyalty, and advocacy, and supporting case studies or success stories where appropriate. Collaborate with cross-functional teams (product, engineering, analytics, marketing) to support client projects, timelines, and deliverables. Manage client inquiries, issues, and escalations, coordinating with partner teams as needed to resolve challenges. Share client insights internally to help improve products, processes, and marketing initiatives. Recommend improvements to client workflows or processes, supporting scalable solutions to enhance outcomes. What we’re looking for you to bring: 5+ years of experience in account management, customer success, or client services within digital health, healthcare, benefits, or SaaS companies, with demonstrated ability to manage client relationships and contribute to commercial outcomes. Experience working with enterprise employer clients through channel/payer partners (5,000+ employees) preferred. Proven ability to support and execute marketing or engagement strategies that drive measurable client outcomes. Passion for healthcare and supporting organizational change. Collaborate with internal teams to deliver a seamless experience for clients, providing insights that inform product, process, or market improvements. History of contributing to client retention, renewal management, and account growth opportunities. Ability to build and maintain relationships with multiple stakeholders (HR, Benefits, Finance), navigating client environments effectively. Experience partnering with Sales or Renewals teams to support commercial opportunities and account growth. Strong interpersonal, verbal, written, and presentation skills, with the ability to communicate clearly and influence internal and external stakeholders. Ability to prioritize and manage multiple tasks while ensuring deadlines and deliverables are met. Analytical skills and strategic thinking – able to translate data and client performance into actionable insights in collaboration with clients. Experience supporting the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, and account management). Comfort operating in a growing and evolving environment, adaptable to changing processes and ambiguity. Willingness to travel occasionally (up to 20%) for client meetings and participate in our NYC office when needed. Helpful experiences and skills (not required, can be learned on the job): Experience at a digital health company in health, wellness, or family health space. Experience with managing high volume of clients is preferred Experience supporting health benefit programs for employer or payer clients. Experience with Salesforce, Gainsight, Looker, and Microsoft Office suite. The base salary range for this role is $106,000 - 125,000 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 public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are expected to attend local Maven hosted Work Together Days . This role requires active work authorization in the US. 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 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 @mavenclinic.com email address (e.g [email protected]). 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: [email protected] . For general and additional inquiries, please contact us at [email protected] .