Senior Client Success Manager

Maven Clinic

Senior Client Success Manager handling relationships with high-value employer accounts at Maven Clinic. Leading initiatives for client retention and revenue growth in the digital health sector.

Posted 7/29/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $128,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in account management and client success within the digital health and healthcare sectors, focusing on net revenue retention, risk mitigation, and strategic partnership development. Proficient in leveraging data-driven insights to optimize client engagement and deliver measurable business outcomes.

Highest-signal resume keywords

Account ManagementClient SuccessNet Revenue RetentionStrategic Partnership DevelopmentData-Driven Insights

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client RetentionExpansion Pipeline DevelopmentRisk MitigationMarketing Strategy ExecutionAnalytical Skills

Soft Skills

Interpersonal SkillsCommunication SkillsPresentation SkillsStrategic ThinkingProblem-Solving

Tools & Technologies

AI ToolsDigital Health PlatformsCustomer Relationship Management (CRM) Systems

Industry Keywords

HealthcareEmployee BenefitsSaaSPayer-Distributed ModelClient Engagement

Tech Stack

Tools & technologies

Maven

About the role

Key responsibilities & impact

Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation Build and maintain strategic account plans, including expansion opportunities, competitive threats (e.g., vendor consolidation, competitor displacement), and renewal milestones
Forecast renewal health on a defined cadence, proactively monitor client risk on an ongoing basis and establish documented risk mitigation plans as needed, flagging risk and develop Client Success Qualified Leads (CSQLs) by surfacing expansion signals — new populations, benefit line additions, geographic growth — and building the internal business case before handing to Sales
Partner with Renewals and Sales as the account quarterback: own the quality and completeness of every commercial handoff, ensuring these teams inherit a fully developed narrative with quantified ROI, stakeholder alignment, and a clear path to close
Own member enrollment and engagement campaigns that deliver measurable client business outcomes, developed in coordination with health plan partners and executed in adherence to channel-specific communication protocols and payer approval requirements.
Deliver Quarterly Business Reviews and data-driven business cases that translate Maven's clinical outcomes and member engagement into quantifiable ROI, tailoring messaging by stakeholder persona — cost containment and claims data for CFOs, utilization and engagement for Benefits leaders, retention and attraction narratives for CHROs
Proactively consult clients on program optimization and strategies to better support family building and their working parents, leveraging Maven’s industry expertise, benchmark data, and clinical outcomes to continuously demonstrate measurable business impact
Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores and revenue retention
Partner with health plan Account Executives to align on strategy, enrollment goals, and renewal timing while maintaining Maven’s distinct presence and value proposition within the partnership.
Collaborate with client leadership, broker and consultant partners, and other internal and external stakeholders to unlock additional business opportunities within your portfolio
Serve as the primary cross-functional point of contact — leading initiatives with Product, Engineering, Data, and Marketing to deliver exceptional client outcomes, and managing escalations in partnership with Member Support, Operations, Analytics, and Sales — with ownership of project timelines and accountability for deliverables
Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
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
Identify and address root causes of challenges, recommending scalable improvements to processes and systems to enhance client outcomes.
Act as a trusted decision-maker, balancing multiple perspectives and ensuring alignment with company priorities to drive key decisions forward.

Requirements

What you’ll need

7+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies, with demonstrated ownership of commercial outcomes (client retention, expansion, NRR), and a deep understanding of the employee benefits and healthcare landscape.
Demonstrate a proactive approach to adopting AI tools and technology, applying them to streamline workflows, generate insights, and elevate the client experience — with a mindset of continuous learning as the landscape evolves.
Experience working with large employer clients (10,000+ employees) is required
Experience working within or alongside channel partner or payer-distributed model is preferred.
Proven track record of positioning and executing marketing strategies that drive enrollment to drive to measurable client business outcomes
Passion for healthcare and influencing organizational change
Serve as a strategic partner to internal stakeholders, collaborating to deliver a seamless experience for Maven clients and partners, translating insights into product, process, and market improvements. Demonstrated history of contributing directly to net revenue retention through proactive renewal management, risk mitigation, and expansion pipeline development
Proven ability to broaden and deepen multi-threaded executive relationships (VP, CHRO, CFO, Benefits leaders, consultants), within client relationship, specific experience managing the relationships across both the individual employer group and health plan/channel partner stakeholder simultaneously.
Track record of partnering with Sales and/or Renewals teams to progress commercial opportunities, including developing CSQLs and building business cases for expansion
Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
Possess analytical skills and strategic thinking- you’re strong on both IQ and EQ, with the ability to translate data, client performance into market insights and action planning in partnership with clients.
Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, and account management)
Willingness to travel 25-30% of the time for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)
Comfort operating in high-growth environments with evolving processes — you build the plane while flying it and see ambiguity as opportunity, not friction.

Benefits

Comp & perks

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