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About the Role

Maven Clinic is seeking a high-energy, passionate, and detail-oriented Senior Associate to join the Client Success Team. This role is critical in supporting Maven’s rapidly growing SMB segment, offering high responsibility and visibility. You will be the primary contact for clients, ensuring their needs are met, supporting engagement goals, performing utilization reviews, discussing communications strategies, and building strong relationships. You will also act as the client's internal advocate, providing insights to shape product and program marketing.

Responsibilities

Serve as a member of the account team managing the high-volume SMB book of business.
Partner with peers to provide quick follow-up to inbound questions with comprehensive and speedy insights.
Act as the primary point of contact for all client-related needs and serve as the voice of the client internally to enhance product development and program marketing.
Maintain positive business relationships with clients and channel partners, owning client issues to ensure customer success and loyalty.
Maintain high client engagement, satisfaction, and loyalty, as measured by client satisfaction scores.
Manage client issues and escalations, collaborating with internal teams such as member support, operations, analytics, product, and sales.
Collaborate with channel contacts to build a strategic support model, leveraging Maven and channel partner expertise for a stronger client experience.
Collaborate with health plan client executives and the internal sales team to manage strategic client relationships and unlock business opportunities.
Own communications to meet mutually agreed upon goals, including external client meetings and project plans, ensuring prompt, responsive, and professional interactions.
Convert clients into Maven advocates by leveraging their successes for references, case studies, and blogs.

Requirements

2+ years of experience in account management or client services within digital health, healthcare, benefits, or SaaS companies.
Ability to prioritize and manage multiple tasks.
Strong track record of high client satisfaction ratings and proven renewal success.
Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders.
Strong interpersonal skills; ability to develop and grow relationships with clients.
Experience with the full lifecycle of customer success post-sales (driving adoption, trainings/webinars, upsells, and account management).
Attention to detail and high degree of accuracy in task management and follow-up.
Ability to identify systematic issues and bring them to cross-functional teams for process improvement.
Experience using tools including Salesforce, Looker (or other data visualization tools).
Experience with channel partners is preferred.
Background in a healthcare-related field is helpful.
Background in communications or digital marketing is helpful.
Active work authorization in the US is required.

Skills

Account management
Client services
Digital health
Healthcare
Benefits
SaaS
Prioritization
Task management
Client satisfaction
Renewal success
Verbal communication
Written communication
Presentation skills
Influence
Interpersonal skills
Relationship building
Customer success lifecycle
Adoption
Trainings
Webinars
Upsells
Attention to detail
Accuracy
Issue identification
Process improvement
Salesforce
Looker
Data visualization
CRM data entry
Channel partner management
Healthcare background
Communications
Digital marketing

Location

New York, NY
Remote, US (Hub cities)
Boston
Washington D.C.
Chicago
Seattle, WA
San Francisco/Bay Area, CA

Work Type

Hybrid
Remote

Experience Level

Senior Associate
2+ years experience

Salary/Compensations

$85,000 - $95,000 per year

Benefits

Equity
Employer-covered health, dental, and insurance plan options
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
Access to a personal career coach through Maven for Mavens
401K matching for US-based employees, with immediate vesting

About the Company

Maven Clinic is the world's largest virtual clinic for women and families, dedicated to making healthcare accessible for everyone.
Through Maven Enterprise, the company partners with over 2,300 employers and health plans to offer comprehensive women's and family health programs.
These programs cover fertility, family building, maternity, newborn care, pediatrics, menopause, and midlife, aiming to improve clinical outcomes, reduce costs, and expand equitable access.
The consumer platform provides direct access to virtual care across 30+ specialties and dedicated hormone and GLP-1 care programs for women.
Founded in 2014 by CEO Kate Ryder, Maven Clinic has secured over $425 million in funding from prominent healthcare and technology investors.
Maven has received numerous accolades for innovation and industry leadership, including recognition on TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work.
Maven Clinic boasts an award-winning culture with over 30 workplace and innovation awards.

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.