Senior Director, Client Success

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including: Fortune Change the World (2024) CNBC Disruptor 50 List (2022, 2023, 2024) Fortune Best Workplaces for Millennials (2024) Fortune Best Workplaces in Health Care (2024) TIME 100 Most Influential Companies (2023) Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) Great Place to Work certified (2020, 2021, 2022, 2023, 2024) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) Maven is looking for an experienced Senior Director to lead and scale our Enterprise Client Success team. This role is focused on strategic vision, leading a high-performing team managing a portfolio of complex, multinational clients, and driving continuous improvement. You will coach, mentor, and motivate the team to drive account performance, growth, and advocacy, while owning the full revenue motion from pipeline through close, and leading the AI-native transformation of Client Success operations at Maven. As a Senior Director, Client Success at Maven, you will: Lead, inspire, and mentor a high-performing team of individual contributors, fostering a culture of excellence, collaboration, accountability, and continuous learning. Define and uphold the standard for talent, including strategic recruitment, comprehensive development, and decisive performance management. Oversee performance and client retention, ensuring a high NPS across the book of business. Own commercial outcomes across your book of business including: Net Revenue Retention, gross retention, growth, and enrollment target achievement. Through strategic account planning, identify upsell opportunities and effective member engagement strategies. Define operational metrics for the team, establish regular business reviews, and drive rigor around KPIs. 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. Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction. Build relationships with key decision-makers and consultants; develop and execute a stakeholder engagement strategy. Represent Client Success in new business discussions, forge strong relationships with Payer, Channel, and Consulting leads, and establish client growth strategy. Identify trends across existing clients to help drive member enrollment. Manage the full lifecycle of client escalations. Act with urgency, provide transparent communication, and serve as Maven’s external representative. Collaborate with all Client Success leaders on AI adoption, including leading the next phase of Maven’s AI-powered Client Success operating model: agentic workflows for