Senior Director, Client Success

Job Overview

Maven is looking for an experienced Senior Director to lead and scale our Enterprise Client Success team. This role focuses on strategic vision, leading a high‑performing team managing a portfolio of complex, multinational clients, and driving continuous improvement. Responsibilities include coaching, mentoring, and motivating the team to drive account performance, growth, and advocacy, owning the revenue cycle from pipeline through close, and leading the AI‑native transformation of Client Success operations.

• 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.
• 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.
• 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.
• Drive measurable efficiency gains in account‑to‑CSM ratios, time‑to‑insight, and CSM productivity.

• 10+ years of experience in account management or client services in digital health, healthcare, benefits, or regulated‑industry SaaS companies.
• 5+ years in a leadership role managing a team of direct reports.
• Demonstrated excellence in people‑management, mentoring, hiring, training, and onboarding.
• Track record of achieving growth objectives, owning upsell and client engagement targets, and managing a book of $100M+ ARR with executive P&L accountability.
• Ability to work with senior‑level client leadership to solve escalations efficiently and effectively.
• Experience leading change, defining CS infrastructure, metrics frameworks, and reporting rigor in a high‑growth environment.
• Experience serving as a strategic advisor on large, multinational accounts with strong client satisfaction, growth, and retention.
• Strong verbal, written, and presentation skills; ability to influence stakeholders.
• Strong analytical skills; ability to interpret data and present insights.
• Experience leading teams across the full customer success lifecycle post‑sales: implementation, adoption, product training, renewals, and account management.
• Experience identifying and leading process improvement and scaling within a CS organization; led AI‑native CS transformation.
• Willingness to travel 30–40% of the time for key client and internal strategy meetings.

The base salary range for this role is $165,000 – $210,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

New York, NY;
Remote, US (Hub cities). This role is exclusively open to candidates in New York, San Francisco/Bay Area, or Seattle. Remote Mavens located within 90 minutes of a hub city are expected to attend local work‑together days.

• Maven for Mavens: access to the full platform and specialists for mental health, reproductive health, family planning, and pediatrics.
• Whole‑self care through wellness…