Maven Clinic · 16 hours ago
Senior Client Success Manager
United States
Contract
Remote
Mid, Senior Level
$128K/yr - $150K/yr
6+ years expMaven Clinic is the world's largest virtual clinic for women and families, aiming to improve healthcare accessibility. The Senior Client Success Manager will act as a strategic advisor and project manager for large employer clients, enhancing their experience with Maven's services and ensuring high client satisfaction.
FamilyHealth CaremHealthWomen's
No H1B
Responsibilities
Lead a portfolio of large employer clients and be the face of Maven for all client-related needs (expected book of business capacity of ~12 accounts)
Maintain 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
Serve 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 ways to better support their working parents based on Maven’s industry expertise and program resources
Convert clients into Maven advocates, 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 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
Qualification
Required
6+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies
Experience working with large employer clients (10,000+ employees) is required
Proven track record of positioning and executing marketing strategies that drive enrollment
Passion for healthcare and influencing organizational change
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
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
Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, and account management)
Willingness to travel once/month for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)
Preferred
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
Benefits
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 and access to a personal career coach through Maven for Mavens
401K matching for US-based employees, with immediate vesting
Company
Maven Clinic
Maven is a digital health platform that works with health plans and employers to offer virtual services for women’s and family health.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$417.1MKey Investors
StepStone GroupGeneral CatalystIcon Ventures
2024-10-08Series F· $125M
2022-11-14Series E· $90M
2021-08-17Series D· $110M
Leadership Team
Kate Ryder
Founder & CEO
Julia Marley-Rappoport
VP, Strategic Finance
Recent News
Company data provided by crunchbase