[Hiring] Customer Success Director @Maven Clinic

Role Description

Maven is looking for a commercially-minded and strategic Customer Success Director to join our Client Success team, to own relationships with our most strategic and complex client partnerships. In this role, you will manage relationships with large employer clients introduced through Maven’s health plan channel partnerships, working in close coordination with the health plan team who co-owns the broader strategic relationship.

This role reports directly to the Senior Director of Client Success. While the role is not currently structured as player-coach, there is potential for it to evolve into a player-coach model over time.

This role is both strategic and revenue-driving, taking direct accountability for net revenue retention, renewal health, and expansion readiness. You’ll translate member outcomes into quantifiable business value for clients, orchestrate cross-functional motions with Sales, Renewals, Product, and Analytics, and build the strategic account plans that protect and grow Maven’s revenue. This is not a reactive support role — it’s a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen.

What You'll Do

• Report directly to the Senior Director of Client Success, partnering closely on team strategy, operating cadence, and Client Success priorities.
• Own executive-level relationships with VP-level Benefits leaders, brokers, and consultants across a portfolio of high-value accounts, positioning Maven as a strategic partner.
• 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.
• Build the playbooks, standards, and operating cadence that make Client Success repeatable and scalable, including account planning, business reviews, escalation paths, and CRM discipline.
• Proactively map and engage new stakeholders across complex client organizations, expanding Maven's influence and identifying new business opportunities.
• Translate client business goals into actionable success plans that demonstrate how Maven's solutions drive ROI, cost savings, and measurable business and clinical outcomes.
• Deliver compelling, executive-ready narratives through business reviews and strategic updates tailored for benefits leadership audiences.
• Influence internal teams across Product, Operations, Marketing, and Clinical with client insights to shape roadmap, delivery, and innovation.
• Act as a thought leader for clients on workforce strategy, family benefits innovation, and healthcare trends.
• Represent Maven externally at senior-level client meetings, industry conferences, and forums.

Qualifications

• 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 you can quantify: enrollment or adoption attainment, expansion pipeline sourced, and retention outcomes on a named book.
• Demonstrated success building process and standards, not just running plays someone else wrote.
• Strong understanding of client business objectives and the ability to align solutions to financial and strategic outcomes.
• Demonstrated success in stakeholder mapping and engagement, expanding relationships beyond initial champions to include new executive sponsors and decision-makers.
• Exceptional executive presence with the ability to consult, influence, and align VP-level Benefits leaders and senior decision-makers.
• Comfort operating in matrixed, global organizations and building coalitions across regions and business units.
• Discipline with systems and data. You keep CRM current without being asked and can build a narrative from Salesforce and Looker.
• Analytical and strategic thinker with strong EQ and storytelling skills.
• Passion for healthcare, innovation, and driving organizational change.
• Willingness to travel for executive meetings and to join Maven's NYC office periodically for strategic planning.

Expanded Industry Scope

• Experience may come from healthcare, benefits, SaaS, HR technology, talent management, biotech, pharma, or other adjacent industries where success requires managing complex enterprise clients, influencing senior stakeholders, and delivering measurable business or clinical outcomes.

Nice to Have

• Experience in digital health, benefits, or women's and family health programs.
• Familiarity with Salesforce and Looker to support storytelling with data.

Benefits

• Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally.
• On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:
• 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.

Company Description

Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife — improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale.

Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital.

Recognized for innovation and industry leadership, Maven has been named to the TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work.