Client Success Manager - SMB

Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven's award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company's #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, 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 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023)
• CNBC Disruptor 50 List (2022, 2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
• Great Place to Work certified (2020, 2021, 2022, 2023)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Maven is looking for a highly motivated and professional Client Success Manager to manage a portfolio of Small and Medium-Sized Business (SMB) accounts. As an SMB Client Success Manager, you will be responsible for the successful implementation of Maven solutions for family benefits, as well as the ongoing management of Maven's partnerships with companies that employ 500 - 1,000 employees. You will play a critical role in the success of Maven's rapidly growing, high volume SMB portfolio development. You will also support the Client Success SMB group triage team, to support rapid response to our clients, address reporting needs, and post-launch account requirements for our pooled group of SMB clients. To achieve target enrollment and revenue goals, you will ensure that your assigned clients are delighted with Maven's products and promote Maven to their employees year over year.
As a Client Success Manager of SMB Accounts at Maven, you will:

• Be the face of Maven for all client-related needs throughout the client lifecycle (implementation, launch and ongoing relationship)
• Lead end-to-end implementation of assigned SMB clients to help ensure seamless, program launches and strong enrollment for each new client
• Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Consult clients on ways to better support their working parents based on Maven's industry expertise and program resources
• Manage client issues and escalations, collaborate with cross-functional teams such as member support, 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
• Own communications to meet mutually agreed upon goals, including but not limited to quarterly business reviews, external client meetings/events and other project plans; be prompt, responsive, and professional in all client-facing communications and interactions
• 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

We're looking for you to bring:

• 3 - 4 years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
• 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 interpersonal skills; must be able to develop and grow relationships with clients
• Strong analytical and problem solving skills; ability to understand data and present information to clients
• Track record of high client satisfaction ratings and proven renewal success
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)

Helpful experiences and skills (if you don't have them, you can learn them with us!):

• Experience with managing high volume of clients is preferred
• Experience at a digital health company in the health, wellness, or family health space is preferred
• Experience supporting health benefit programs for employer or payer clients is a bonus
• Salesforce, Looker and/or Microsoft suite experience

For candidates in NYC, CO, or CA, the base salary range for this role is $90,000 - $120,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.
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 affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). Maven Clinic will never ask for 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: [email protected] . For general and additional inquiries, please contact us at [email protected] .