Senior Client Success Manager

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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

• 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.