Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility, pregnancy and parenting. Maven’s award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better health outcomes for both parents and children. Founded in 2014 by CEO Kate Ryder, Maven has supported more than 10 million women and families to date. Maven has raised more than $200 million in funding from leading investors including Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.
 
An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 20 workplace and innovation awards, including: 
  • Fast Company #2 Best Workplaces for Innovators (2022)
  • Fortune Best Workplaces NY (2020, 2021, 2022)
  • Great Place to Work certified (2020, 2021, 2022)
  • Inc. Best Workplaces (2022)
  • CNBC Disruptor 50 List (2022)
  • Fast Company #1 Most Innovative Company in Health (2020)
  • Built In NYC Best Paying Companies (2022)
  • Built In LGBTQIA+ Advocacy Award (2022)

Maven is looking for a highly motivated and professional Client Success Director to join our Client Success team, with a focus on supporting our payer accounts and the employers that come through those partnerships. This person will have a direct relationship with our Payer partners and will also be responsible for building a high-functioning team to support the segment as it grows. 

As Client Success Director for the Payer team at Maven, you will:

  • Serve as a trusted advisor to our Payer clients and a key consultative partner to our Payer sales team
  • Collaborate with supporting teams focused on Health Plans to set priorities and deliver key initiatives (Client Delivery, Implementation, Marketing, Data, Finance)
  • Refine the account management playbook based on key learnings from existing partnerships to be applied to future partnerships
  • Efficiently deliver on the commercial agreements with health plans and ensure that your assigned clients are delighted with Maven’s products and promote Maven to their networks year over year
  • Ensure delivery of agreed-upon SLAs including but not limited to quarterly business reviews, external client meetings/events, performance guarantees and other project plans
  • Monitor the sales pipeline and help build out a team to support the high-growth Payer segment that you would directly manage
  • Be the face of Maven for client-related needs throughout the lifecycle (implementation, launch and ongoing relationship)
  • Serve as primary point of contact alongside Maven’s Client Delivery team to implement Maven for new account portfolios under each Payer, collaborating with cross-functional teams
  • Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
  • Collaborate with the Payer Sales team to manage broader strategic client relationships and unlock additional business opportunities within your portfolio
  • Own enrollment performance, renewals, up-sells and support expansion opportunities with the direct client relationships
  • Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
  • Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
  • Manage client issues and escalations, collaborating with partner teams such as member support, operations, analytics, product, and sales as required
  • Demonstrate a broad comprehension of the customer’s needs, market trends, industry challenges, major players (payers and providers), relevant products and technologies
  • Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts

We’re looking for you to bring:

  • 8+ years of experience in account management or client services role in digital health, healthcare company, channel partnerships, benefits or SaaS companies 
  • Experience working with large employer clients (20,000+ employees) is required
  • Passion for healthcare and influencing organizational change
  • Track record of high client satisfaction ratings and proven renewal success
  • Ability to develop and grow relationships with clients, including VP and C-level executives
  • Ability to work collaboratively with highly talented sales professionals
  • Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
  • Strong leadership skills and effective problem-solving abilities, with capacity to expand and lead a growing team as needed
  • Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
  • Possess analytical skills and strategic thinking- you’re strong on both IQ and EQ
  • Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
  • Experience building and managing a high-performing team
  • Willingness to travel for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (estimated to be on a quarterly basis)



At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.  

Benefits & Perks: 

We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to 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)
  • Udemy, annual professional development stipend, and access to a personal career coach through Maven 
  • 401K matching for US-based employees (immediately vesting)

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. 

Maven is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Please note that Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will also never ask for bank account information (routing, account numbers), social security numbers, passwords or any other sensitive information to be delivered over email, or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com. 

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