Hybrid opportunity at
Maven ClinicCustomer Success Director
Maven Clinic is seeking a Customer Success Director to manage a portfolio of complex and strategic client partnerships. Operating as a senior individual contributor reporting directly…
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About This Role
Maven Clinic is seeking a Customer Success Director to manage a portfolio of complex and strategic client partnerships. Operating as a senior individual contributor reporting directly to the VP of Client Success, this role acts as a trusted advisor to senior benefits leaders. The position involves driving global account strategy, securing renewal health, and expanding net revenue retention across high-value payer and employer accounts. While currently a senior individual contributor…
Job Description
Maven Clinic is seeking a Customer Success Director to manage a portfolio of complex and strategic client partnerships. Operating as a senior individual contributor reporting directly to the VP of Client Success, this role acts as a trusted advisor to senior benefits leaders. The position involves driving global account strategy, securing renewal health, and expanding net revenue retention across high-value payer and employer accounts. While currently a senior individual contributor capacity, the position may evolve into a player-coach function over time. Candidates will translate member outcomes into concrete business value, coordinate cross-functional initiatives across analytics, product, and sales teams, and build comprehensive account plans. The organization operates on a flexible hybrid work model, with hub teams based in the New York Metropolitan area, San Francisco/Bay Area, and Seattle. Eligible employees are required to participate in specific in-person collaboration days depending on their geographic proximity to designated hub cities.
Responsibilities
- Partner with the VP of Client Success on operating cadence, strategic priorities, and account planning
- Engage executive-level stakeholders, brokers, and benefits leaders across a portfolio of key accounts
- Drive enrollment growth and expansion pipelines while collaborating on renewals
- Contribute to scalable client success frameworks including business reviews, escalation processes, and CRM management
- Map complex client organizations to uncover fresh business opportunities and expand corporate influence
- Translate client goals into tailored success plans highlighting return on investment and clinical outcomes
- Present executive-level narratives and strategic updates during formal business reviews
- Share client feedback with internal clinical, product, marketing, and operations teams to guide innovation
- Mentor colleagues and model top-tier commercial engagement standards
- Act as a subject matter expert on family benefits innovation and workforce strategy during external meetings and conferences
Requirements
- Possess at least 8 years of professional experience in client-facing roles
- Demonstrate a minimum of 5 years of experience leading enterprise or global accounts
- Show quantifiable commercial results including retention outcomes, adoption attainment, and sourced expansion pipelines
- Maintain strong executive presence and communication skills suitable for consulting with VP-level leaders
- Exhibit discipline with data systems like Salesforce and Looker
- Hold active work authorization within the United States
Qualifications
- Prior background in healthcare, benefits, SaaS, HR technology, biotech, pharma, or talent management
- Previous experience coaching, mentoring, or managing client-facing team members
- Background in building operational processes and standards independently
- Familiarity with digital health, family health, or women's health programs
Core Skills
Benefits
- Employer-covered health, dental, and insurance plan options
- Access to the Maven platform including mental health, reproductive health, and pediatrics specialists
- Wellness partnerships supporting whole-self care
- In-office meals and participation in collaborative work days
- 16 weeks of 100 percent paid parental leave alongside a new parent stipend for eligible employees
- Annual professional development stipend and a personal career coach
- 401(k) matching for US-based employees with immediate vesting
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Customer Success Director position?
The base salary range for this role is between $150,000 and $175,000 per year, accompanied by equity and benefits.
What is the remote work policy for this role?
Maven Clinic operates on a flexible hybrid work model. Depending on proximity to designated hub cities like New York, San Francisco, or Seattle, employees are required to attend periodic in-person collaboration and work-together days.
What level of experience is required to apply?
Applicants must have at least 8 years of experience in client-facing roles, with a minimum of 5 years dedicated to leading global or enterprise accounts.
Are benefits provided for this full-time position?
Yes, US-based full-time employees are eligible for employer-covered health and dental plans, 401(k) matching, parental leave, professional development stipends, and access to the Maven healthcare platform.
Sample Interview Questions
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