Senior Client Success Manager

Job Overview

As the primary relationship owner for large employer clients, you will oversee strategic account planning, member engagement initiatives, renewal forecasting, executive business reviews, and expansion opportunities. This position combines customer success leadership, commercial strategy, healthcare expertise, and data-driven decision-making to support continued client growth.

Key Responsibilities

• Manage strategic relationships with large employer clients introduced through health plan partnerships.
• Own net revenue retention across an assigned portfolio by supporting renewals, expansion opportunities, and proactive risk mitigation.
• Create and maintain strategic account plans, renewal milestones, competitive assessments, and growth strategies.
• Forecast renewal health and develop documented risk mitigation plans.
• Identify expansion opportunities and develop Client Success Qualified Leads (CSQLs) for the Sales team.
• Partner with Sales and Renewals teams to ensure smooth commercial transitions and complete account planning.
• Lead enrollment and engagement initiatives that deliver measurable business outcomes.
• Present Quarterly Business Reviews that translate clinical outcomes and engagement metrics into business value and return on investment.
• Advise clients on strategies that improve employee and family health program adoption.
• Maintain high levels of client satisfaction, engagement, loyalty, and revenue retention.
• Collaborate with health plan account teams, brokers, consultants, and internal stakeholders.
• Lead cross-functional initiatives with Product, Engineering, Marketing, Analytics, Operations, and Member Support.
• Promote customer advocacy through case studies, references, and success stories.
• Analyze engagement data and recommend improvements that enhance client outcomes.
• Represent the voice of the client by providing insights that influence products, processes, and marketing initiatives.

Required Qualifications

• 84+ months of experience in Account Management, Customer Success, or Client Services within digital health, healthcare, employee benefits, or SaaS organizations.
• Experience managing enterprise employer clients with more than 10,000 employees.
• Demonstrated ownership of commercial outcomes including client retention, renewals, expansion, and net revenue retention.
• Experience partnering with Sales and Renewals teams to support commercial growth opportunities.
• Strong understanding of employee benefits and the healthcare industry.
• Ability to adopt AI tools to improve workflows, insights, and client experiences.
• Excellent communication, presentation, and relationship-building skills.
• Strong analytical and strategic thinking with the ability to translate performance data into actionable business recommendations.
• Experience managing the full customer lifecycle following implementation, including adoption, product training, renewals, and account management.
• Authorization to work in the United States.

Preferred Qualifications

• Experience working within health plan or channel partner distribution models.
• Experience in digital health, wellness, reproductive health, or family health organizations.
• Experience supporting employer or payer health benefit programs.
• Experience using Salesforce, Looker, or Microsoft business applications.

Core Areas of Focus

• Enterprise client success.
• Healthcare account management.
• Net revenue retention.
• Strategic account planning.
• Client renewals and expansion.
• Healthcare benefits programs.
• Executive stakeholder management.
• Quarterly Business Reviews.
• Data-driven client strategy.
• Cross-functional collaboration.

Compensation

The annual base salary range for this position is $128,000–$145,000. Eligible employees may also receive equity and additional company benefits. Individual compensation is determined based on qualifications, experience, and skills.

Benefits

• Comprehensive medical, dental, and insurance coverage.
• Access to Maven healthcare services and specialists.
• Wellness partnerships and whole-self care programs.
• Flexible hybrid work model and collaborative workdays.
• 16 weeks of fully paid parental leave for eligible employees.
• Annual professional development stipend.
• Personal career coaching.
• 401(k) matching with immediate vesting.

Work Arrangement

This is a remote position open to candidates located in approved U.S. hub cities. Maven operates a flexible hybrid work model with in-person collaboration expectations for employees located near designated office locations. Approximately 25–30% travel is required for client meetings and company events.