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Salary: USD 150,000 - 175,000 / annual
Maven Clinic, the world's largest virtual clinic for women and families, is seeking a Customer Success Director to own relationships with strategic and complex enterprise client partnerships. The role reports directly to the Senior Director of Client Success and is positioned as a commercial leadership function—not a reactive support role.
You will manage relationships with large employer clients introduced through Maven's health plan channel partnerships, working in close coordination with health plan teams. This is a revenue-driving position with direct accountability for net revenue retention, renewal health, and expansion readiness.
Key responsibilities include:
- Owning executive-level relationships with VP-level Benefits leaders, brokers, and consultants across a portfolio of high-value accounts
- Partnering with health plan Account Executives to align on strategy, enrollment goals, and renewal timing
- Building playbooks, standards, and operating cadence to make Client Success repeatable and scalable
- Proactively mapping and engaging new stakeholders across complex client organizations to expand Maven's influence
- Translating client business goals into actionable success plans that demonstrate ROI, cost savings, and measurable outcomes
- Delivering executive-ready narratives through business reviews and strategic updates
- Influencing internal teams (Product, Operations, Marketing, Clinical) with client insights
- Acting as a thought leader for clients on workforce strategy and healthcare trends
- Representing Maven externally at senior-level client meetings and industry forums
The role is currently structured as an individual contributor but has potential to evolve into a player-coach model over time. Maven operates a flexible hybrid model with hub teams in New York (requiring 3 days/week onsite: Tue-Thu), San Francisco, and Seattle. Remote employees within ~90 minutes of hub cities with 20+ employees are expected to attend local Work Together Days.
REQUIREMENTS:
- 8+ years in client-facing roles, with 5+ years leading enterprise or global accounts
- Experience managing or coaching client-facing teams, with a track record of developing people
- Proven commercial results: enrollment or adoption attainment, expansion pipeline sourced, and retention outcomes on a named book
- Demonstrated success building process and standards, not just executing existing plays
- Strong understanding of client business objectives and ability to align solutions to financial and strategic outcomes
- Demonstrated success in stakeholder mapping and engagement, expanding relationships beyond initial champions
- Exceptional executive presence with ability to consult, influence, and align VP-level Benefits leaders
- Comfort operating in matrixed, global organizations and building coalitions across regions and business units
- Discipline with systems and data; ability to maintain CRM discipline and build narratives from Salesforce and Looker
- Analytical and strategic thinker with strong emotional intelligence and storytelling skills
- Passion for healthcare, innovation, and driving organizational change
- Willingness to travel for executive meetings and periodic NYC office visits for strategic planning
- Active work authorization in the US
NICE TO HAVE:
- Experience in digital health, benefits, or women's and family health programs
- Familiarity with Salesforce and Looker
Experience may come from healthcare, benefits, SaaS, HR technology, talent management, biotech, pharma, or adjacent industries where success requires managing complex enterprise clients and delivering measurable business or clinical outcomes.
