Customer Success Director

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. Candidates with people leadership experience are encouraged to raise it, though it is not required.

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. This is not a reactive support role. It is a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen.

Candidates who thrive in this role may have previously held titles such as Client Success Manager, Account Manager, Relationship Manager, Sales Executive, or Account Executive.

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, positioning Maven as a strategic partner.
• 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, including account planning, business reviews, escalation paths, and CRM discipline.
• Proactively map and engage new stakeholders across complex client organizations, expanding Maven's influence and identifying new business opportunities.
• Translate client business goals into actionable success plans that demonstrate how Maven's solutions drive ROI, cost savings, and measurable business and clinical outcomes.
• Deliver compelling, executive-ready narratives through business reviews and strategic updates tailored for benefits leadership audiences.
• Influence internal teams across Product, Operations, Marketing, and Clinical with client insights to shape roadmap, delivery, and innovation.
• Mentor and elevate Client Success teammates by modeling best-in-class commercial and executive engagement. Over time, this may include formally coaching or managing members of the team.
• 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 you can quantify: 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, expanding relationships beyond initial champions to include new executive sponsors and decision-makers.
• Exceptional executive presence with the ability to consult, influence, and align VP-level Benefits leaders and senior decision-makers.
• Comfort operating in matrixed, global organizations and building coalitions across regions and business units.
• Discipline with systems and data. You keep CRM current without being asked and can build a narrative from Salesforce and Looker.
• 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, influencing senior stakeholders, and delivering measurable business or clinical outcomes.

Nice to Have

• Experience coaching, mentoring, or managing client-facing teammates, and interest in growing into a player-coach role.
• Experience building process and standards rather than only executing plays someone else wrote.
• Experience in digital health, benefits, or women's and family health programs.
• Familiarity with Salesforce and Looker to support storytelling with data.

The base salary range for this role is $150,000 - 175,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

Remote, US (or Hub cities) Maven embraces a flexible hybrid work model. Our Hub teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and Seattle, WA.
For those in our New York City office, we encourage in-person collaboration by requiring 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 encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.
Remote Mavens in a commutable distance (~90 minutes driving or on public transit) 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.