Senior Director, Client Success at Maven Clinic in New York City, NY

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including: Fortune Change the World (2024) CNBC Disruptor 50 List (2022, 2023, 2024) Fortune Best Workplaces for Millennials (2024) Fortune Best Workplaces in Health Care (2024) TIME 100 Most Influential Companies (2023) Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) Great Place to Work certified (2020, 2021, 2022, 2023, 2024) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) Maven is looking for an experienced Senior Director to lead and scale our Enterprise Client Success team. This role is focused on strategic vision, leading a high-performing team managing a portfolio of complex, multinational clients, and driving continuous improvement. You will coach, mentor, and motivate the team to drive account performance, growth, and advocacy, while owning the full revenue motion from pipeline through close, and leading the AI-native transformation of Client Success operations at Maven. As a Senior Director, Client Success at Maven, you will: Lead, inspire, and mentor a high-performing team of individual contributors, fostering a culture of excellence, collaboration, accountability, and continuous learning. Define and uphold the standard for talent, including strategic recruitment, comprehensive development, and decisive performance management. Oversee performance and client retention, ensuring a high NPS across the book of business. Own commercial outcomes across your book of business including: Net Revenue Retention, gross retention, growth, and enrollment target achievement. Through strategic account planning, identify upsell opportunities and effective member engagement strategies. Define operational metrics for the team, establish regular business reviews, and drive rigor around KPIs. Gather, analyze, and leverage customer feedback and insights to identify trends, improve processes, and drive product and service enhancements; champion client priorities with senior leadership. Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction. Build relationships with key decision-makers and consultants; develop and execute a stakeholder engagement strategy. Represent Client Success in new business discussions, forge strong relationships with Payer, Channel, and Consulting leads, and establish client growth strategy. Identify trends across existing clients to help drive member enrollment. Manage the full lifecycle of client escalations. Act with urgency, provide transparent communication, and serve as Maven’s external representative. Collaborate with all Client Success leaders on AI adoption, including leading the next phase of Maven’s AI-powered Client Success operating model: agentic workflows for account planning, call coaching, deal strategy, and executive briefings. Drive measurable efficiency gains in account-to-CSM ratios, time-to-insight, and CSM productivity. We’re looking for you to bring: 10+ years of experience in account management or client services in digital health, healthcare, benefits, or regulated-industry SaaS companies. 5+ years managing or in a leadership role in current or prior experience. Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training, and onboarding. Excellent people-leadership skills with the ability to recruit, coach, and develop high-performing teams and build culture. Track record of upgrading team quality: hires retained, underperformers managed out, internal promotions earned. Must have previously carried and delivered against a growth goal, owning upsell and client engagement targets. Experience operating a book of $100M+ ARR with executive accountability for P&L impact. Ability to work with senior-level client leadership to solve escalations efficiently and effectively, operating as the face of the company. Prior experience leading change: defining CS infrastructure, metrics frameworks, and reporting rigor in a high-growth environment. Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth, and retention. Comfortable in ambiguity. Gets to the root cause quickly, navigating complexity to find the best solution. Doesn’t wait for permission to drive resolutions. Strong verbal, written, and presentation skills; ability to communicate clearly, lead with the takeaway, and influence internal and external stakeholders. Strong analytical skills; ability to understand data and present insights to clients. Experience leading teams across the full customer success lifecycle post-sales: implementation, adoption, product training, renewals, and account management. Experience identifying and leading process improvement and creating scale within a CS organization. Must have led AI-native CS transformation to drive efficiency and scale. Willingness to travel 30–40% of the time for key client and internal strategy meetings. The base salary range for this role is $165,000 – $210,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset. New York, NY; Remote, US (Hub cities) Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and  Seattle, WA. This role is exclusively open to candidates in these locations. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week  (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. Remote Mavens in a commutable distance (~90 minutes driving or on public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are expected to attend local Maven hosted Work Together Days. This role requires active work authorization in the US. 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 That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. Whole-self care through wellness partnerships Hybrid work, in office meals, and work together days 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) Annual professional development stipend and access to a personal career coach through Maven for Mavens 401K matching for US-based employees, with immediate 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 jsmith@mavenclinic.com). 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: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.