About the role

Transformational SVP responsible for Client Success strategy at Maven Clinic. Leading high-performing teams to improve client outcomes and retention across employers, health plans, and channel partners.

Responsibilities

Architect Maven’s Client Success strategy, and organization
Drive world-class NRR through proactive engagement and measurable value delivery.
Elevate Maven’s channel partner success model to accelerate growth through payer and distribution partners.
Build and scale a high-performing client-success organization, ensuring operational excellence, predictability and client-centric execution.
Represent the client voice at the executive table, ensuring that client outcomes, feedback, and health metrics drive decision-making and continuous improvement.
Build client advocacy programs, referenceable customer base, and client advisory forums. Act as the internal champion for client needs, translating them into strategic imperatives.
Own renewal, churn mitigation, and NRR targets across employer, payer, and channel segments.
Partner with Sales and Strategic Accounts leadership to create expansion motions, identify upsell pathways, and drive multi-year growth strategies.
Proactively identify and mitigate at-risk accounts, escalate when needed, ensure operational excellence in service delivery, and drive profitability of the client success function.

15+ years of leadership experience in post sales, client success, strategic accounts, or customer leadership roles in a high-growth technology or digital health environment, with at least 5 years at a senior leadership/executive level.
Proven ability to own and materially improve NRR, GRR, churn reduction, expansion revenue, and executive-level client relationships.
Experience navigating complex enterprise clients (Fortune 500 employers, health plans and strategic channel partners)
Strong ability to think strategically and operationally: define vision, build scalable processes, execute, measure and iterate.
Deep experience scaling customer-facing teams in hyper-growth environments with rapidly evolving products.
Strong financial acumen; able to forecast retention, expansion, and lifetime value with accuracy.
Executive-level presence, communication, and ability to influence across C-suite stakeholders.
Data-driven mindset and comfortable with customer success platforms (e.g., Gainsight)), CRM (Salesforce), analytics to track health, risk and growth.
Mission-driven mindset and experience or affinity for healthcare, digital health, or services that touch human outcomes is a plus.
Excellent people-leadership skills with the ability to recruit, coach and develop a high-performing team; build culture.
Willingness to travel for key client and internal strategy meetings.

Health insurance
401K matching for US-based employees, with immediate vesting
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