Digital Customer Success Manager, Maven Clinic
$92-120k
+ Stock options
Virtual clinic for women's and family health
Open for applications
Virtual clinic for women's and family health
501-1000 employees
Open for applications
$92-120k
+ Stock options
501-1000 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 online pregnancy, fertility, and pregnancy clinic gives users holistic care. The digital health model delivered by Maven is intended to make healthcare services more accessible: it aims to support those that have been marginalized by the traditional health care system.
This means that Maven forms part of the global digital health market; a burgeoning sector of the Internet economy. Many companies are already delivering digital healthcare solutions: rivals to Maven include Doctor On Demand, Heal, Pager, 98point6 , K Health, Lemonaid, MDLIVE, First Stop Health and HealthTap. However, Maven's focused on marginalised groups is what sets it apart.
Maven has received significant funding as it continues to address areas of underrepresented healthcare coverage, such as treatment of postnatal depression. As the company grows, Maven will use this new funding to continue to personalise its platform and enhance its service's cultural flexibility, increasing its support networks across all stages of family and reproductive life. Recent examples of expansion is new product offering for personalised support for those trying to conceive naturally.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
61% female employees
57% employee growth in 12 months
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 values
- Keep healthcare human: Meet people where they are with empathy and compassion
- Walk through walls: Think big, set ambitious goals, and relentlessly pursue impact
- Embrace a service mindset: Go the extra mile in support of our members, providers, clients, and each other
- Lead with data: Follow the numbers to make good decisions, iterate, and track outcomes
- Continuously learn, including about ourselves: Be humble and seek diverse perspectives
- Move fast—better care can't wait: Demonstrate urgency to make an impact on behalf of families everywhere
Company HQ
Hudson Square, New York, NY
Articles
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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