Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
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.
Requirements
- 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.
Benefits
- 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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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