Client Success Director (Payer)

Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven's award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company's #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.
An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 20 workplace and innovation awards, including:

• Fast Company Best Workplaces for Innovators (2022)
• Fortune Best Workplaces NY (2020, 2021, 2022)
• Fast Company Most Innovative Companies (2020, 2023)
• CNBC Disruptor 50 List (2022)
• Built In LGBTQIA+ Advocacy Award (2022)
• Built Best Places to Work (2023)
• Inc. Best Workplaces (2022)
• Great Place to Work certified (2020, 2021, 2022)

Maven is looking for a highly motivated and professional Client Success Director to join our Client Success team, with a specific focus on supporting jumbo employer accounts introduced through Maven’s channel partnerships. The Client Success Director will be the main point of contact for several jumbo employer accounts (>20K eligible employees). This person will be on the front lines as a trusted advisor to our clients and a key consultative partner to our channel partnership teams. 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 Client Success Director at Maven, you will:

• Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
• Provide strategic analysis of member engagement performance and program metrics
• Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
• Lead a portfolio of large employer clients and be the face of Maven for all client-related needs throughout the client lifecycle (implementation, launch & ongoing relationships)
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Manage client issues and escalations, collaborating with partner teams such as member support, operations, analytics, product, and sales as required
• Serve as primary point of contact alongside Maven’s Client Delivery team to implement Maven for new accounts, collaborating with cross-functional teams including product, engineering, data and marketing
• Own renewals, upsells and support expansion opportunities for all assigned clients
• Own communications to meet mutually agreed upon goals, including but not limited to quarterly business reviews, external client meetings/events and other project plans; be prompt, responsive, and professional in all client-facing communications and interactions

We’re looking for you to bring:

• Possess analytical skills and strategic thinking- you’re strong on both IQ and EQ
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Experience working with large employer clients (20,000+ employees) is required
• 6+ years of experience in account management or client services role in digital health, healthcare company, channel partnerships, benefits or SaaS companies
• Strong leadership skills and effective problem-solving abilities, with capacity to expand and lead a growing team if needed
• 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
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
• Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
• Passion for healthcare and influencing organizational change

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Salesforce, Looker and/or Microsoft suite experience
• Experience supporting health benefit programs for employer or payer clients is a bonus
• Experience at a digital health company in the health, wellness, or family health space is preferred

For candidates in NYC, CA, or CO, the salary range for this role is $130,000 - $180,000 per year. You may also be entitled to receive stock options, and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.
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 & Perks:
We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

• 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
• Weekly breakfast, lunch, and get-togethers
• Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
• 401K matching for US-based employees (immediately vesting)
• Whole-self care through wellness partnerships
• Udemy, annual professional development stipend, and access to a personal career coach through Maven

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.
At Maven, creating a safe and inclusive environment for all is our top priority. If you'll be going into our offices or joining company-organized events, please note that Maven requires all employees to be vaccinated against COVID-19 and have received the bivalent booster.
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].