Client Success Manager

The Client Success Manager will be the main point of contact for employer accounts introduced through Maven’s channel partnerships, driving enrollment and engagement while 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 position that requires equal parts relationship depth, analytical rigor, and business acumen. This person will be on the front lines as a trusted advisor to our clients and a key partner to our channel partnership teams.

As Client Success Manager at Maven, you will:

• Support the success and satisfaction of your portfolio of employer clients, helping ensure strong client retention and engagement
• Collaborate with channel/payer partner client executives to manage broader strategic client relationships and unlock additional business opportunities within your portfolio
• Assist in building and maintaining account plans, tracking renewal milestones, and identifying opportunities for growth
• Monitor client health and engagement on an ongoing basis, flagging potential risks early and collaborating with your manager and team to develop mitigation plans
• Identify potential opportunities for client expansion and collaborate with Sales to build business cases and handoffs
• Partner with Sales and Renewals teams to ensure smooth account transitions and handoffs, contributing to clear narratives and data-supported recommendations
• Support client enrollment and engagement initiatives that drive measurable business outcomes, such as employee utilization, satisfaction, or program adoption
• Participate in Quarterly Business Reviews and other client-facing presentations, sharing data insights and supporting renewal or expansion discussions
• Consult clients on program optimization using Maven’s expertise, benchmark data, and program resources, ensuring measurable business impact
• Maintain strong client relationships, fostering satisfaction, loyalty, and advocacy, and supporting case studies or success stories where appropriate
• Collaborate with cross-functional teams (product, engineering, analytics, marketing) to support client projects, timelines, and deliverables
• Manage client inquiries, issues, and escalations, coordinating with partner teams as needed to resolve challenges
• Share client insights internally to help improve products, processes, and marketing initiatives
• Recommend improvements to client workflows or processes, supporting scalable solutions to enhance outcomes

What we’re looking for you to bring:

• 5+ years of experience in account management, customer success, or client services within digital health, healthcare, benefits, or SaaS companies, with demonstrated ability to manage client relationships and contribute to commercial outcomes
• Experience working with enterprise employer clients through channel/payer partners (5,000+ employees) preferred
• Proven ability to support and execute marketing or engagement strategies that drive measurable client outcomes
• Passion for healthcare and supporting organizational change
• Collaborate with internal teams to deliver a seamless experience for clients, providing insights that inform product, process, or market improvements
• History of contributing to client retention, renewal management, and account growth opportunities
• Ability to build and maintain relationships with multiple stakeholders (HR, Benefits, Finance), navigating client environments effectively
• Experience partnering with Sales or Renewals teams to support commercial opportunities and account growth
• Strong interpersonal, verbal, written, and presentation skills, with the ability to communicate clearly and influence internal and external stakeholders
• Ability to prioritize and manage multiple tasks while ensuring deadlines and deliverables are met
• Analytical skills and strategic thinking – able to translate data and client performance into actionable insights in collaboration with clients
• Experience supporting the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, and account management)
• Comfort operating in a growing and evolving environment, adaptable to changing processes and ambiguity
• Willingness to travel occasionally (up to 20%) for client meetings and participate in our NYC office when needed

Helpful experiences and skills (not required, can be learned on the job):

• Experience at a digital health company in health, wellness, or family health space
• Experience with managing a high volume of clients is preferred
• Experience supporting health benefit programs for employer or payer clients
• Experience with Salesforce, Gainsight, Looker, and Microsoft Office suite