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About the Role

Maven is seeking a commercially-minded and strategic Senior Client Success Manager to own relationships with high-value employer accounts, driving enrollment and engagement while ensuring net revenue retention, renewal health, and expansion readiness. This is a commercial leadership position requiring relationship depth, analytical rigor, and business acumen.

Responsibilities

• Own the net revenue retention outcome for a portfolio of large employer clients, including renewal rates, expansion pipeline, and risk mitigation.
• Build and maintain strategic account plans, identifying expansion opportunities, competitive threats, and renewal milestones.
• Forecast renewal health, monitor client risk, and establish documented risk mitigation plans.
• Develop Client Success Qualified Leads (CSQLs) by surfacing expansion signals and building internal business cases.
• Partner with Renewals and Sales teams as the account quarterback, ensuring quality and completeness of commercial handoffs with quantified ROI and stakeholder alignment.
• Own member enrollment and engagement campaigns that deliver measurable client business outcomes.
• Deliver Quarterly Business Reviews and data-driven business cases translating clinical outcomes and engagement into quantifiable ROI.
• Proactively consult clients on program optimization and strategies to support family building and working parents.
• Maintain high client engagement, satisfaction, and loyalty, measured by client satisfaction scores and revenue retention.
• Partner with health plan Account Executives to align on strategy, enrollment goals, and renewal timing.
• Collaborate with client leadership, broker/consultant partners, and internal/external stakeholders to unlock additional business opportunities.
• Serve as the primary cross-functional point of contact, leading initiatives with Product, Engineering, Data, and Marketing, and managing escalations.
• Convert clients into Maven advocates through references, case studies, and blogs.
• Provide strategic analysis of member engagement performance and program metrics.
• Own communications, including quarterly business reviews and external client meetings.
• Serve as the voice of the client internally, providing insights to enhance product development and program marketing.
• Identify and address root causes of challenges, recommending scalable improvements to processes and systems.
• Act as a trusted decision-maker, balancing multiple perspectives and ensuring alignment with company priorities.

Requirements

• 7+ years of experience in account management, customer success, or client services in digital health, healthcare, benefits, or SaaS companies.
• Demonstrated ownership of commercial outcomes (client retention, expansion, NRR).
• Deep understanding of the employee benefits and healthcare landscape.
• Proactive approach to adopting AI tools and technology for workflow streamlining, insight generation, and client experience enhancement.
• Experience working with large employer clients (10,000+ employees) is required.
• Proven track record of positioning and executing marketing strategies that drive enrollment to measurable client business outcomes.
• Passion for healthcare and influencing organizational change.
• 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).
• Experience managing relationships across both individual employer groups and health plan/channel partners simultaneously.
• Track record of partnering with Sales and/or Renewals teams to progress commercial opportunities.
• Strong interpersonal, verbal, written, and presentation skills; ability to communicate clearly, persuade, and influence stakeholders.
• Ability to prioritize and manage multiple tasks while holding self and others accountable for deadlines and deliverables.
• Possess analytical skills and strategic thinking; ability to translate data and client performance into market insights and action planning.
• 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.
• Comfort operating in high-growth environments with evolving processes.
• Active work authorization in the US is required.

Skills

• Account Management
• Customer Success
• Client Services
• Digital Health
• Healthcare
• Employee Benefits
• SaaS
• AI Tools
• Commercial Outcomes
• Net Revenue Retention (NRR)
• Client Retention
• Client Expansion
• Healthcare Landscape
• Employee Benefits Landscape
• Marketing Strategy
• Enrollment Campaigns
• Client Engagement
• Client Satisfaction
• Revenue Retention
• Strategic Account Planning
• Risk Mitigation
• Business Case Development
• Salesforce
• Looker
• Microsoft Suite

Location

• New York, NY
• Remote, US (Hub cities)
• San Francisco/Bay Area, CA
• Seattle, WA
• Boston
• DC
• Chicago

Work Type

• Hybrid
• Remote

Experience Level

• Senior

Salary/Compensations

• $128,000 - $145,000 per year

Benefits

• Equity
• Employer-covered health, dental, and insurance plan options
• Access to the full Maven platform and specialists (mental health, reproductive health, family planning, 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 (after 1 year of employment)
• Annual professional development stipend
• Access to a personal career coach through Maven for Mavens
• 401K matching with immediate vesting (for US-based employees)

About the Company

• Maven is the world's largest virtual clinic for women and families, aiming to make healthcare work for all.
• Maven's digital programs offer clinical, emotional, and financial support for fertility, maternity, parenting, and menopause.
• Over 2,000 employers and health plans trust Maven's platform to improve outcomes, reduce costs, and provide benefit equity.
• Maven has been recognized for innovation and industry leadership, named to 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 over $425 million in funding.
• Maven has received over 30 workplace and innovation awards, including Fortune Change the World, CNBC Disruptor 50 List, Fortune Best Workplaces for Millennials, Fortune Best Workplaces in Health Care, TIME 100 Most Influential Companies, Fast Company Most Innovative Companies, Built In Best Places to Work, Fortune Best Workplaces NY, Great Place to Work certified, Fast Company Best Workplaces for Innovators, and Built In LGBTQIA+ Advocacy Award.

Equal Opportunity

• 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.