Director of Client Success, Maven Clinic

• 8+ 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
• 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 leadership skills and effective problem-solving abilities; must be able to develop and grow relationships with clients, executive leaders, and internal cross-functional teams
• Strong analytical skills; ability to understand data and present information to clients
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
• Willingness to travel for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)

Desirable

• Be the internal and external face for one of Maven’s channel partnership Client Success teams for all client-related needs throughout the client lifecycle (implementation, launch and ongoing relationship), and directly manage a team of 4+ direct reports who support clients
• Support the growth, development, and account management success of the team, through weekly meetings, ongoing communication, and strategic analysis of the channel performance including any improvement plans
• Serve as strategic counsel to large clients that are contracted through the channel partner
• Directly and indirectly support end-to-end implementation of assigned channel clients to help ensure seamless program launches and strong enrollment for each new client
• Collaborate with channel partner client executives to manage broader strategic client relationships and unlock additional business opportunities within the channel portfolio
• Serve as the voice of the client internally by bringing insights to other cross-functional teams to enhance product development and member growth marketing efforts
• Support a high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores within the segment
• Manage client issues and escalations, collaborate with cross-functional teams such including Maven’s care team, program operations, data analytics, product, and sales as required
• Provide member performance and program metrics on an ongoing basis to your client teams as part of regular meeting touchpoints throughout the year; also provide strategic support and guidance to team on appropriate level and cadence of reporting
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc
• Leverage data and analytics to expand and optimize programs
• Own renewals, upsells and support expansion opportunities for all assigned clients and advise on renewal and upsell discussions across the team where needed