Customer Success Manager working with private hospitals to facilitate the adoption of AI - driven health data solutions. Responsible for client engagement and retention strategies across a large user base.
About the role
- Client Success Director leading and developing Maven's SMB Client Success segment. Responsible for client experience, revenue retention, and ensuring growth and scalability.
Responsibilities
- Be the internal and external face of Maven’s SMB Client Success team for all client-related needs throughout the client lifecycle (launch, renewals and ongoing relationship)
- Own the SMB Client Success operating model, including support ratios, digital vs. high-touch engagement, tooling, and resource allocation to ensure scalable, cost-effective growth
- Lead, mentor, and develop a team of Client Success Managers and/or Associates, fostering a culture of accountability, ownership, and continuous improvement
- Build and evolve career paths, competency frameworks, and development plans to support retention and leadership growth within the team
- Design, implement, and iterate on digital-first and pooled support models (e.g., campaigns, webinars, shared inboxes, self-serve resources) to expand reach
- Represent Maven in complex client escalations and partner conversations, setting expectations around service models while protecting long-term relationships
- Serve as the strategic voice of SMB clients internally, influencing Product, Marketing, Sales, BizOps, and Client Delivery priorities through structured insights and data
- Support a high level of client engagement, satisfaction and loyalty, as measured by high client health scores & NPS within the SMB segment
- Leverage data, campaigns, and scalable programs to proactively generate pipeline and incremental revenue across the SMB book
- Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
Requirements
- 8-10 years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
- Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding
- Experience designing or scaling client success or support models in a high-growth environment
- Demonstrated ability to drive revenue, retention, and efficiency through scalable programs, not solely 1:1 account management
- Experience leveraging automation, data, or AI-enabled tools to scale client engagement or operational efficiency
- Strong communication, interpersonal, and problem-solving skills, with the ability to analyze data, present insights clearly, and influence both internal cross-functional partners and external clients
- Ability to prioritize and manage multiple tasks; strong track record of high client satisfaction ratings and proven renewal success
- Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
Benefits
- Health insurance
- 401K matching for US-based employees, with immediate vesting
- Flexible work arrangements
- 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
- Hybrid work, in office meals, and work together days
- 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
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