Customer Success Director

Maven Clinic is the world’s largest virtual clinic for women and families, partnering with over 2,300 employers and health plans to provide end-to-end women’s and family health programs. This role is a commercially-minded and strategic Customer Success Director position, reporting directly to the Senior Director of Client Success.

Core Responsibilities:

• Own executive-level relationships with VP-level Benefits leaders, brokers, and consultants across high-value accounts.
• Partner with health plan Account Executives to align on strategy, enrollment goals, and renewal timing.
• Build playbooks, standards, and operating cadences for repeatable and scalable Client Success, including account planning, business reviews, and CRM discipline.
• Proactively map and engage new stakeholders across complex client organizations to expand Maven’s influence.
• Translate client business goals into actionable success plans demonstrating ROI, cost savings, and measurable business/clinical outcomes.
• Deliver executive-ready narratives through business reviews and strategic updates.
• Influence internal teams across Product, Operations, Marketing, and Clinical with client insights.
• Act as a thought leader on workforce strategy, family benefits innovation, and healthcare trends.
• Represent Maven externally at senior-level client meetings and industry conferences.

Key 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: enrollment/adoption attainment, expansion pipeline sourced, and retention outcomes on a named book.
• Demonstrated success in building processes and standards, not just executing pre-defined plays.
• Strong understanding of client business objectives and ability to align solutions to financial and strategic outcomes.
• Exceptional executive presence with ability to consult, influence, and align VP-level Benefits leaders.
• Experience in matrixed, global organizations and building coalitions across regions.
• Discipline with CRM (Salesforce) and data (Looker) for storytelling and analytics.
• 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 attend Maven’s NYC office periodically.

Nice to Have:

• Experience in digital health, benefits, or women’s and family health programs.
• Familiarity with Salesforce and Looker for data-driven storytelling.