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Role Description

Maven is looking for a commercially-minded and strategic Senior Client Success Manager to join our Client Success team, to own relationships with our highest-value employer accounts.

The Senior Client Success Manager will be the main point of contact for some of our larger accounts - driving enrollment and engagement while taking direct accountability for net revenue retention, renewal health, and expansion readiness. This is not a reactive support role — it’s a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen.

As Senior Client Success Manager at Maven, you will:

• Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation (expected book of business capacity of ~12 accounts).
• Build and maintain strategic account plans, including expansion opportunities, competitive threats, and renewal milestones.
• Forecast renewal health on a defined cadence, proactively monitor client risk, and establish documented risk mitigation plans as needed.
• Identify and develop Client Success Qualified Leads (CSQLs) by surfacing expansion signals 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.
• Drive enrollment and engagement strategies that are explicitly tied to client business outcomes.
• Deliver Quarterly Business Reviews that position Maven’s quantifiable ROI in the client’s language.
• Build and present data-driven business cases for Maven’s value, tailoring messaging by stakeholder level.
• Proactively consult clients on program optimization using Maven’s industry expertise.
• Maintain high level of client engagement, satisfaction and loyalty.
• Collaborate with client leadership, broker and consultant partners, and other stakeholders to unlock additional business opportunities.
• Serve as the primary point of contact collaborating with cross-functional teams.
• Consult clients on strategies to better support their working parents.
• Convert clients into Maven advocates, leveraging their successes for references and case studies.
• Manage client issues and escalations, collaborating with partner teams as required.
• Provide strategic analysis of member engagement performance and program metrics.
• Own communications to meet mutually agreed upon goals.
• Serve as the voice of the client internally by bringing insights to enhance product development.
• Identify and address root causes of challenges, recommending scalable improvements.
• Act as a trusted decision-maker, balancing multiple perspectives and ensuring alignment with company priorities.

Qualifications

• 7+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies.
• Experience working with large employer clients (10,000+ employees) is required.
• Proven track record of positioning and executing marketing strategies that drive enrollment.
• Passion for healthcare and influencing organizational change.
• Strong interpersonal and verbal, written, and presentation skills.
• Ability to prioritize and manage multiple tasks while holding yourself and others accountable.
• Possess analytical skills and strategic thinking.
• Experience in working with the full lifecycle of customer success post sales.
• Willingness to travel 25-30% of the time for key client meetings.
• Comfort operating in high-growth environments with evolving processes.

Requirements

• Proven ability to broaden and deepen multi-threaded executive relationships.
• Track record of partnering with Sales and/or Renewals teams to progress commercial opportunities.

Benefits

• Maven for Mavens: access to the full platform and specialists.
• 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.
• Annual professional development stipend and access to a personal career coach.
• 401K matching for US-based employees, with immediate vesting.