Maven Clinic: Customer Success Director
Headquarters: Remote
About Maven Clinic
Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife — improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale.
Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital.
An award-winning culture working towards an important mission:
- TIME 100 Most Influential Companies (2023, 2026)
- 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)
- Fast Company Most Innovative Companies (2020, 2023)
- Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
The Role
Maven is seeking a Customer Success Director to own a portfolio of our most strategic and complex client partnerships.
This is a senior individual contributor role reporting directly to the VP of Client Success. You will act as a trusted advisor to VP-level Benefits leaders, own global account strategy, and drive measurable business and clinical outcomes across a portfolio of high-value employer and payer accounts. As the team grows, this role may evolve into a player-coach, taking on direct reports alongside your book.
This role is both strategic and revenue-driving, taking direct accountability for net revenue retention, renewal health, and expansion readiness. You will translate member outcomes into quantifiable business value for clients, orchestrate cross-functional motions with Sales, Renewals, Product, and Analytics, and build the strategic account plans that protect and grow Maven's revenue.
What You'll Do
- Report directly to the VP of Client Success, partnering closely on account strategy, operating cadence, and Client Success priorities.
- Own executive-level relationships with VP-level Benefits leaders, brokers, and consultants across a portfolio of high-value accounts.
- Drive enrollment attainment and expansion pipeline across your book, partnering with Renewal Managers on renewals and Sales Directors on expansion.
- Contribute to the playbooks, standards, and operating cadence that make Client Success repeatable and scalable.
- Proactively map and engage new stakeholders across complex client organizations.
- Translate client business goals into actionable success plans that demonstrate ROI, cost savings, and measurable outcomes.
- Deliver compelling, executive-ready narratives through business reviews and strategic updates.
- Influence internal teams across Product, Operations, Marketing, and Clinical with client insights.
- Mentor and elevate Client Success teammates; this may include formally coaching or managing members of the team over time.
- Act as a thought leader for clients on workforce strategy, family benefits innovation, and healthcare trends.
- Represent Maven externally at senior-level client meetings, industry conferences, and forums.
What We're Looking For
- 8+ years in client-facing roles, with 5+ years leading enterprise or global accounts.
- Proven commercial results: enrollment or adoption attainment, expansion pipeline sourced, and retention outcomes on a named book.
- Strong understanding of client business objectives and the ability to align solutions to financial and strategic outcomes.
- Demonstrated success in stakeholder mapping and engagement.
- Exceptional executive presence with the ability to consult, influence, and align VP-level Benefits leaders.
- Comfort operating in matrixed, global organizations.
- Discipline with systems and data (Salesforce and Looker proficiency).
- 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 to join Maven's NYC office periodically for strategic planning.
Expanded Industry Scope
Experience may come from healthcare, benefits, SaaS, HR technology, talent management, biotech, pharma, or other adjacent industries where success requires managing complex enterprise clients and influencing senior stakeholders.
Nice to Have
- Experience coaching, mentoring, or managing client-facing teammates.
- Experience building process and standards.
- Experience in digital health, benefits, or women's and family health programs.
- Familiarity with Salesforce and Looker.
Compensation and Benefits
- Base Salary Range: $150,000 - $175,000 per year.
- You will also be entitled to receive equity and benefits.
- Maven for Mavens: Access to the full platform and specialists, including care for mental health, reproductive health, family planning, and pediatrics.
- Whole-self care through wellness partnerships.
- Hybrid work, in-office meals, and work-together days.
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+).
- Annual professional development stipend and access to a personal career coach.
- 401K matching for US-based employees, with immediate vesting.
Location and Work Policy
Remote, US (or Hub cities) Maven embraces a flexible hybrid work model. Our Hub teams primarily operate from the New York Metropolitan area, San Francisco/Bay Area, CA, and Seattle, WA.
- For those in our New York City office, we require team members to work onsite three days a week (Tuesday, Wednesday, Thursday).
- For those based in San Francisco/Bay Area, CA or Seattle, WA, we require team members to attend Work Together Days within these cities.
- Remote Mavens in a commutable distance (~90 minutes) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are expected to attend local Maven hosted Work Together Days.
This role requires active work authorization in the US.