Senior Client Success Manager, Global

Maven is seeking a Senior Client Success Manager to join their team and support a portfolio of global strategic accounts. This role involves being the main point of contact for ex-US regional client partners and ensuring client satisfaction and loyalty. The Senior Client Success Manager will be responsible for end-to-end implementation of assigned clients, managing renewals and upsells, and providing ongoing support and communication. Additionally, they will leverage data and analytics to optimize programs and serve as the voice of the client internally to enhance product development and marketing efforts.

• Support a portfolio of large global employer clients and be the face of Maven for all client-related needs
• Serve as the primary point of contact for regional client stakeholders outside of the US throughout the client lifecycle (implementation, launch and ongoing relationship)
• Lead end-to-end implementation of assigned strategic clients to help ensure seamless program launches and strong enrollment
• Own renewals, upsells and support expansion opportunities for assigned clients
• Own communications to meet mutually agreed upon goals, including but not limited to quarterly business reviews, external client meetings/events and other project plans; be prompt, responsive, and professional in all client-facing communications and interactions
• Provide member performance and program metrics on an ongoing basis to your client teams as part of regular meeting touchpoints throughout the year
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Leverage data and analytics to expand and optimize programs
• Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
• Manage client issues and escalations, collaborate with cross-functional teams such as member support, program operations, data analytics, product, and sales as required
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.
• Serve as the voice of the client internally by bringing global insights to enhance product development and program marketing efforts
• Ability to prioritize and manage multiple tasks; strong track record of high client satisfaction ratings and proven renewal success
• Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
• Strong interpersonal skills; must be able to develop and grow relationships with clients
• Strong analytical and problem-solving 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)
• Experience with managing a high volume of clients is preferred
• 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, Looker, and/or Microsoft suite experience.

• 5+ years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
• Experience working with stakeholders outside of the U.S.
• Ability to prioritize and manage multiple tasks; strong track record of high client satisfaction ratings and proven renewal success
• Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
• Strong interpersonal skills; must be able to develop and grow relationships with clients
• Strong analytical and problem-solving skills; ability to understand data and present information to clients
• 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)
• Experience with managing a high volume of clients is preferred
• 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, Looker, and/or Microsoft suite experience.

• Access to the full platform and specialists, including care for mental health, reproductive health, family planning, and pediatrics
• Whole-self care through wellness partnerships
• Weekly breakfast, lunch, and get-togethers
• 16 weeks of 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months new parent stipend (for Mavens who've been with us at least six months)
• Udemy, annual professional development stipend, and access to a personal career coach through Maven
• 401K matching for US-based employees (immediately vesting)