Senior Client Success Manager

Position Overview

Maven is seeking 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 largest payer/channel accounts (greater than 15,000 eligible employees). This role involves acting as a trusted advisor and a key consultative partner to our channel partnership teams. You will serve as a strategic advisor, project manager, and product expert to help our clients maximize the benefits derived from Maven’s products and services.

Responsibilities

As a Senior Client Success Manager at Maven, you will:

• Lead a portfolio of large employer clients, serving as the primary point of contact for all client-related needs (expected book of business capacity of approximately 12 accounts).
• Maintain a 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.
• Act 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 strategies to better support their working parents, leveraging Maven’s industry expertise and program resources.
• Convert clients into Maven advocates by 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 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 experience.

Requirements

• (Specific requirements not provided in the original text.)

Application Instructions

• (Specific application instructions not provided in the original text.)

Company Information

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.

Awards and Recognition:

Maven 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)

To learn more about Maven, visit us at mavenclinic.com.

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