Scaled Customer Success Manager
Dropbox DocSend
Client Success Manager
Maven Clinic
full-time
Posted on:
Location: California, District of Columbia, Illinois, Massachusetts, New York, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $106,000 - $123,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Maven
About the role
- Maven is the world's largest virtual clinic for women and families; role supports employer accounts introduced through channel partnerships
- Act as a strategic adviser, project manager and product expert to help clients improve benefits from Maven’s products and services
- Lead a portfolio of employer clients and be the face of Maven for all client-related needs
- Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
- Collaborate with channel/payer partner client executives to manage broader strategic client relationships and unlock additional business opportunities within your portfolio
- 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
- Provide strategic analysis of member engagement performance and program metrics
- Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
- Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
- Leverage data and analytics to expand and optimize programs
- Own retention strategies, and support expansion opportunities for all assigned clients
Requirements
- 3-5 years of experience in account management or client services role in digital health, healthcare company, channel partnerships, benefits or SaaS companies
- Strong passion for healthcare and influencing organizational change
- Ability to prioritize and manage multiple tasks; 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
- Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
- 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 ( adoption, product training,, and account management)
- 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, channel and payer clients is a bonus
- Salesforce, Looker, Gainsight, and/or Microsoft suite experience
