Maven Clinic
digital health
SeniorDirector,ClientSuccess
“Senior Director, Client Success at Maven Clinic. Skills: Client Success leadership, AI-native CS transformation, stakeholder management, client relationship building, driving efficiency and scale. Champion client priorities with senior leadership. Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction”
What You'll Achieve.
Drive quick resolutions that showcase our commitment to member satisfaction; Establish client growth strategy; Identify trends across existing clients to help drive member enrollment; Drive measurable efficiency gains in account-to-CSM ratios, time-to-insight, and CSM productivity; Deliver against a growth goal, owning upsell and client engagement targets; Drive efficiency and scale
Industry & Context.
Analytical ability to understand data and present insights to clients
Willingness to travel 30–40% of the time for key client and internal strategy meetings, Active work authorization in the US
What They're Looking For.
Must Have
10+ years of experience in account management or client services in digital health, healthcare, benefits, or regulated-industry SaaS companies, 5+ years managing or in a leadership role in current or prior experience, Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training, and onboarding, Must have previously carried and delivered against a growth goal, owning upsell and client engagement targets, Experience operating a book of $100M+ ARR with executive accountability for P, Must have led AI-native CS transformation to drive efficiency and scale, Active work authorization in the US
Nice to Have
AI adoption, including leading the next phase of Maven’s AI-powered Client Success operating model: agentic workflows for account planning, call coaching, deal strategy, and executive briefings, Track record of upgrading team quality: hires retained, underperformers managed out, internal promotions earned
What You'll Do.
Champion client priorities with senior leadership
Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction
Build relationships with key decision-makers and develop and execute a stakeholder engagement strategy
Represent Client Success in new business discussions
forge relationships with Payer
and establish client growth strategy
Identify trends across existing clients to help drive member enrollment
Manage the full lifecycle of client escalations
provide transparent communication
and serve as Maven’s external representative
Collaborate with all Client Success leaders on AI adoption
including leading the next phase of Maven’s AI-powered Client Success operating model: agentic workflows for account planning
and executive briefings
Drive measurable efficiency gains in account-to-CSM ratios
and develop high-performing teams and build culture
Manage a team of direct reports
Deliver against a growth goal
owning upsell and client engagement targets
Operate a book of $100M+ ARR with executive accountability
Lead teams across the full customer success lifecycle post-sales: implementation
and account management
Identify and lead process improvement and creating scale within a CS organization
Lead AI-native CS transformation to drive efficiency and scale
How You'll Work.
Team & Collaboration
Collaborate cross-functionally to drive quick resolutions; Collaborate with all Client Success leaders on AI adoption; Build relationships with key decision-makers; Forge relationships with Payer, Channel, and Consulting leads
Communication Scope
Ability to communicate clearly; Lead with the takeaway; Influence internal and external stakeholders; Provide transparent communication
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