Senior Director of Client Success, Maven Clinic
$165-210k
+ equity
More information about location
Virtual clinic for women's and family health
Open for applications
Virtual clinic for women's and family health
1001+ employees
Open for applications
$165-210k
+ equity
More information about location
1001+ employees
Company mission
To make healthcare work for all of us.
Role
Who you are
- 10+ years of experience in account management or client services in digital health, healthcare, benefits, or regulated-industry SaaS companies
- 5+ years managing or in a leadership role in current or prior experience
- Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training, and onboarding
- Excellent people-leadership skills with the ability to recruit, coach, and develop high-performing teams and build culture. Track record of upgrading team quality: hires retained, underperformers managed out, internal promotions earned
- Must have previously carried and delivered against a growth goal, owning upsell and client engagement targets. Experience operating a book of $100M+ ARR with executive accountability for P&L impact
- Ability to work with senior-level client leadership to solve escalations efficiently and effectively, operating as the face of the company
- Prior experience leading change: defining CS infrastructure, metrics frameworks, and reporting rigor in a high-growth environment
- Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth, and retention
- Comfortable in ambiguity. Gets to the root cause quickly, navigating complexity to find the best solution. Doesn’t wait for permission to drive resolutions
- Strong verbal, written, and presentation skills; ability to communicate clearly, lead with the takeaway, and influence internal and external stakeholders
- Strong analytical skills; ability to understand data and present insights to clients
- Experience leading teams across the full customer success lifecycle post-sales: implementation, adoption, product training, renewals, and account management
- Experience identifying and leading process improvement and creating scale within a CS organization. Must have led AI-native CS transformation to drive efficiency and scale
- Willingness to travel 30–40% of the time for key client and internal strategy meetings
- This role requires active work authorization in the US
What the job involves
- Maven is looking for an experienced Senior Director to lead and scale our Enterprise Client Success team
- This role is focused on strategic vision, leading a high-performing team managing a portfolio of complex, multinational clients, and driving continuous improvement
- You will coach, mentor, and motivate the team to drive account performance, growth, and advocacy, while owning the full revenue motion from pipeline through close, and leading the AI-native transformation of Client Success operations at Maven
- Lead, inspire, and mentor a high-performing team of individual contributors, fostering a culture of excellence, collaboration, accountability, and continuous learning
- Define and uphold the standard for talent, including strategic recruitment, comprehensive development, and decisive performance management
- Oversee performance and client retention, ensuring a high NPS across the book of business
- Own commercial outcomes across your book of business including: Net Revenue Retention, gross retention, growth, and enrollment target achievement. Through strategic account planning, identify upsell opportunities and effective member engagement strategies
- Define operational metrics for the team, establish regular business reviews, and drive rigor around KPIs
- Gather, analyze, and leverage customer feedback and insights to identify trends, improve processes, and drive product and service enhancements; champion client priorities with senior leadership
- Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction
- Build relationships with key decision-makers and consultants; develop and execute a stakeholder engagement strategy
- Represent Client Success in new business discussions, forge strong relationships with Payer, Channel, and Consulting leads, and establish client growth strategy. Identify trends across existing clients to help drive member enrollment
- Manage the full lifecycle of client escalations. Act with urgency, provide transparent communication, and serve as Maven’s external representative
- Collaborate with all Client Success leaders on AI adoption, including leading the next phase of Maven’s AI-powered Client Success operating model: agentic workflows for account planning, call coaching, deal strategy, and executive briefings
- Drive measurable efficiency gains in account-to-CSM ratios, time-to-insight, and CSM productivity
Our take
Maven is a virtual care provider that is particularly focused on delivering better outcomes for women. Its digital health model is intended to make healthcare services more accessible, supporting those that have been marginalized by the traditional healthcare system.
The company's online pregnancy, fertility and pregnancy clinic gives its users access to holistic care. As part of the burgeoning digital health market, Maven is not without competitors, but where it stands out is in focussing on underserved groups.
Maven has received significant funding and continues to expand its services, for example into the treatment of postnatal depression and the earlier identification of pregnancy risks. As the company grows, it will continue to focus on enhancing its cultural flexibility as it expands support networks across all stages of family and reproductive life.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Oct 2024
$125m
SERIES F
Nov 2022
$90m
SERIES E
Total funding: $427.8m
Company benefits
- Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics
- Whole-self care through wellness partnerships
- Weekly breakfast, lunch, and get-togethers
- 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
- Annual professional development stipend and access to a personal career coach through Maven
- 401K matching for US-based employees (immediately vesting)
Company HQ
Hudson Square, New York, NY
Leadership
Kate Ryder
(CEO)Prior to founding Maven in 2014, Kate worked in venture capital and as a journalist, writing for the Economist from Southeast Asia, New York and London and for the New Yorker.
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