VP, Client Success

Maven Clinic

Maven Clinic

Customer Service
New York, NY, USA
Posted on Tuesday, May 14, 2024
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. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, 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 an experienced Senior Director to oversee our Strategic Client Success team. Reporting directly into the SVP of Client Services, you will oversee a high-growth account team managing our largest clients. We will look to you to motivate the team to drive account performance, growth and advocacy. Your superpowers are navigating complexity and building trusted client and cross-functional relationships.

As a Senior Director, Strategic CS Team Lead at Maven, you will:

  • Team leadership and management: Lead, inspire, and mentor a high-performing team of five Individual Contributors, fostering a culture of excellence, collaboration, accountability and continuous learning.
  • Performance and growth of our global Book of Business: Enrollments, retention, upsells, and advocacy
  • Performance tracking and reporting: Define operational metrics for the team, establish a regular business reviews and rigor around KPIs
  • Client feedback and insights: 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
  • Manage client escalations: collaborate with cross-functional teams to come to quick resolutions that showcase our commitment to member satisfaction
  • Strategic client advisor: build relationships with key decision makers and consultants, build and execute a stakeholder engagement strategy
  • Growth team leadership: Represent client success in new business discussions, forge strong relationship with Payer/Channel/Consulting leads and establish client growth strategy, identify trends across existing clients to help drive new logo sales, partner with Growth Enablement to ensure Client Success have what they need for upsells/renewals.

Minimum qualifications:

  • 10+ 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
  • Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth and retention
  • Experience working in a cross-functional capacity
  • Ability to navigate to the best solution in ambiguous situations, getting in the weeds to find the root of a problem
  • Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
  • Strong leadership skills and effective problem-solving abilities; must be able to develop and grow relationships with clients, executive leaders, and internal cross-functional teams
  • Strong analytical skills; ability to understand data and present information to clients
  • Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
  • Willingness to travel for key client and internal strategy meetings

Preferred Qualifications:

  • Experience at a digital health company in the health, wellness, or family health space is preferred
  • Experience supporting health benefit programs for employers, payers, or channel partners is preferred
  • Salesforce, Looker, Asana, and/or Microsoft suite experience

For candidates in NYC, CO, or CA, the base salary range for this role is $165,000 - $235,000 per year. You will also be entitled to participate in a bonus program and 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)
  • 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 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.