Client Success Director - Small and Medium Sized Business (SMB)

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 oversee the growth and performance of our rapidly-growing small and medium-sized business (SMB) portfolio and associated SMB Client Success team. As SMB Director, you will be responsible for mentoring, supporting, and staffing the SMB Client Success team, as well as directly managing a portfolio of Maven enterprise accounts. As part of the role, the Director will need to be hands-on and lead implementation of Maven solutions, and help to direct the resourcing and assignment of new SMB accounts across the team. To achieve target enrollment, renewal, and revenue goals, you will ensure that the team's SMB clients are delighted with Maven's products and promote Maven to their employees year over year.
As a SMB Client Success Director at Maven, you will:

• Be the internal and external face of Maven's SMB Client Success team for all client-related needs throughout the client lifecycle (implementation, launch and ongoing relationship), and directly manage a team of 5+ direct reports who support SMB clients
• Support the growth, development, and account management success of the SMB team, through weekly meetings, ongoing communication, and strategic analysis of the SMB pipeline to inform resource and staffing requirements; identify opportunities for greater efficiency to enable long-term scalability of the SMB portfolio
• Directly and indirectly support end-to-end implementation of assigned enterprise and SMB clients to help ensure seamless program launches and strong enrollment for each new client; also directly manage a limited book of enterprise client relationships
• Serve as the voice of the SMB client internally by bringing insights to other cross-functional teams to enhance product development and member growth marketing efforts
• Support a high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores within the SMB segment
• Manage client issues and escalations, collaborate with cross-functional teams such including Maven's care team, 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; also provide strategic support and guidance to SMB team on appropriate level and cadence of reporting to SMB clients
• 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 and advise on renewal and upsell discussions across the SMB team where needed

We're looking for you to bring:

• 4-6 years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
• Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding
• 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 as well as internal cross-functional teams
• 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 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, Asana, and/or Microsoft suite experience

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 [email protected]). 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: [email protected].