Digital Customer Success Manager, Maven Clinic
$92-120k
+ Stock options
Virtual clinic for women's and family health
Job no longer available
Virtual clinic for women's and family health
1001+ employees
Job no longer available
$92-120k
+ Stock options
1001+ employees
Company mission
To make healthcare work for all of us.
Role
Who you are
- Maven is looking for a highly motivated, professional, and detailed-oriented Manager to join our Client Success Team
- 3-7 years of experience in customer or client success, account management, customer or digital marketing, project management and/or operations
- 2+ years of experience using these types of tools: Gainsight (or other CS platform), HubSpot (or other email marketing tool), Matik (or other content creation tools), Optimizely (or other A/B testing tools), Salesforce, Looker, (or other data visualization tools)
- Passion for healthcare, telehealth, and/or start ups
- Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
- Ability to craft thoughtful and persuasive client-facing content in multiple different formats
- Ability to identify issues and trends based on your client experience and bring to appropriate cross-functional teams to identify and solve with process improvements
- Experience creating scalable and repeatable processes that are used by internal and external stakeholders
- Strong project management and organizational skills and the ability to influence without authority
- Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
- Project management or operations experience
- Background in a healthcare-related field
- Background in communications or marketing
What the job involves
- This Manager will play a critical role in supporting Maven’s rapidly growing SMB segment with a high level of responsibility and visibility across the team
- As part of this team, you’ll be working alongside Marketing, Business Operations, Sales and Product to contribute to the ongoing engagement, and growth of Maven’s leading solution for family benefits to our largest client segment
- CSMs will work directly with our clients, and develop technology-led strategies and tactics to drive product adoption, program engagement and sustained client communication
- The Digital CSM team will specifically focus on driving product adoption, retaining customers, and highlighting customer advocates by creating self-serve digital resources and programs in a 1:many fashion
- The Digital CSM team will create these resources and programs to drive CSM effectiveness, reduce administrative burden, and standardize best practices across all customer segments
- Additionally, Digital CSM’s will frequently be expected to engage with our SMB customers who have a need (at risk/expansion signals, services scoping, best practice guidance, etc)
- Lead 1:many content strategy efforts by
- Developing deep product, client and internal process knowledge to help uncover existing pain points/roadblocks and potential technology-led solutions
- Analyzing client reporting data and engagement metrics across specific client segments to evaluate existing measures of success and areas for opportunity
- Adopt a “digital first” mindset by exploring existing and net-new technology to help drive macro-level strategy to be ultimately leveraged by all customer segments
- Standardize and scale existing CS team playbooks, templates and documentation to further enhance client experience while promoting and maintaining efficiencies
- Utilize Salesforce Cases system through a shared inbox for high-risk triage for a pool of SMB customers, communication and resolution workflows; partner closely with peers to ensure high level of accountability and limit redundancy in addressing client questions and concerns
- Own day-to-day cross-functional coordination of client activities, including but not limited to reporting requests, hosting client meetings upon request, delivering on client marketing requests, and business operation deliverables
- Partner with other CSMs, Business Operations, Marketing, Client Delivery, Sales, and Product to iterate on existing client processes and continue to deliver best-in class client service
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 25 more jobs at Maven Clinic