Client Success Director - SMB

Maven Clinic • New York, NY

2h • $153,000 - $180,000 • Hybrid

About The Position

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.
Maven is seeking a strategic, and operational Client Success Director - SMB to own the growth, scalability, and performance of our small and medium sized business segment. This role is responsible not only for leading and developing a high-performing Client Success team, but also for designing and evolving the operating model that enables Maven to serve a rapidly growing SMB portfolio profitably and at scale.
As the SMB Director, you will act as the general manager for the SMB Client Success segment – balancing client experience, revenue retention and expansion, cost-to-serve, and long-term scalability. Reporting to the VP of Client Success, you will lead digital-first delivery strategies, influence cross-functional priorities, and ensure Maven continues to delight SMB clients while meeting enrollment, renewal, and revenue goals year over year.

Requirements

• 8-10 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 designing or scaling client success or support models in a high-growth environment
• Demonstrated ability to drive revenue, retention, and efficiency through scalable programs, not solely 1:1 account management
• Experience leveraging automation, data, or AI-enabled tools to scale client engagement or operational efficiency
• Strong communication, interpersonal, and problem-solving skills, with the ability to analyze data, present insights clearly, and influence both internal cross-functional partners and external clients
• Ability to prioritize and manage multiple tasks; strong track record of high client satisfaction ratings and proven renewal success
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
• This role requires active work authorization in the US.

Nice To Haves

• Experience at a digital health company in the health, wellness, or family health space is preferred
• Experience supporting health benefit programs for employer or payer clients is a bonus
• Salesforce, Gainsight, Matik, Looker, Jira,and/or Microsoft suite experience

Responsibilities

• Be the internal and external face of Maven’s SMB Client Success team for all client-related needs throughout the client lifecycle (launch, renewals and ongoing relationship)
• Own the SMB Client Success operating model, including support ratios, digital vs. high-touch engagement, tooling, and resource allocation to ensure scalable, cost-effective growth
• Lead, mentor, and develop a team of Client Success Managers and/or Associates, fostering a culture of accountability, ownership, and continuous improvement
• Build and evolve career paths, competency frameworks, and development plans to support retention and leadership growth within the team
• Design, implement, and iterate on digital-first and pooled support models (e.g., campaigns, webinars, shared inboxes, self-serve resources) to expand reach
• Represent Maven in complex client escalations and partner conversations, setting expectations around service models while protecting long-term relationships
• Serve as the strategic voice of SMB clients internally, influencing Product, Marketing, Sales, BizOps, and Client Delivery priorities through structured insights and data
• Support a high level of client engagement, satisfaction and loyalty, as measured by high client health scores & NPS within the SMB segment
• Leverage data, campaigns, and scalable programs to proactively generate pipeline and incremental revenue across the SMB book
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.

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 through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed