Compensation Overview

Maven is looking for an experienced Vice President of Client Success to oversee our Direct employer team. Reporting directly into the SVP of Client Services, you will oversee a high-performing team committed to delivering superior service. We will look to you to evaluate our staffing model, motivate the team to deliver against growth goals and identify efficiency opportunities as we scale. This is a role for someone willing to be steeped in our business and move fast to drive change and make an impact. Your superpowers are navigating complexity and building trusted client and cross-functional relationships.

Expectations of a VP of Client Success at Maven: 

• Team leadership and management: Lead, inspire, and mentor a high-performing team, fostering a culture of excellence, collaboration, accountability and continuous learning.
• Performance and growth of our global Book of Business: Enrollments, retention, upsells, and advocacy
• Performance tracking and reporting: Define operational metrics for the team, establish a regular business reviews and rigor around KPIs 
• Client feedback and insights: Gather, analyze, and leverage customer feedback and insights to identify trends, improve processes, and drive product and service enhancements; champion client priorities with senior leadership
• Optimization of Customer Lifecycle: leverage data and analytics to manage resource allocation, identify needs, and refine our client segmentation service strategy, ensuring we remain effective as we scale
• Client escalation management: collaborate with cross-functional teams to come to quick resolutions that showcase our commitment to member satisfaction
• Strategic client advisor: build relationships with key decision makers and consultants, build and execute a stakeholder engagement strategy
• Growth team leadership: Represent client success in new business discussions, forge strong relationship with Payer/Channel/Consulting leads and establish client growth strategy, identify trends across existing clients to help drive new logo sales, partner with Growth Enablement to ensure Client Success have what they need for upsells/renewals. 

Minimum qualifications:

• 15+ years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies 
• Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding
• Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth and retention
• Experience working in a cross-functional capacity
• Ability to navigate to the best solution in ambiguous situations, getting in the weeds to find the root of a problem
• Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
• Strong leadership skills and effective problem-solving abilities; must be able to develop and grow relationships with clients, executive leaders, and internal cross-functional teams
• Strong analytical skills; ability to understand data and present information to clients
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
• Willingness to travel for key client and internal strategy meetings

Preferred Qualifications:

• Experience at a digital health company in the health, wellness, or family health space is preferred
• Experience supporting health benefit programs for employers, payers, or channel partners is preferred
• Salesforce, Looker, Asana, and/or Microsoft suite experience

For candidates in NYC, CO, or CA, the base salary range for this role is $200,000 - $300,000 per year. You will also be entitled to participate in a bonus program and receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.