Customer Success Director

The Role

Maven is looking for a commercially-minded and strategic Customer Success Director to join our Client Success team, to own relationships with our most strategic and complex client partnerships. In this role, you will manage relationships with large employer clients introduced through Maven’s health plan channel partnerships, working in close coordination with the health plan team who co-owns the broader strategic relationship.

This role reports directly to the Senior Director of Client Success. While the role is not currently structured as player-coach, there is potential for it to evolve into a player-coach model over time.

This role is both strategic and revenue-driving, taking direct accountability for net revenue retention, renewal health, and expansion readiness. You’ll 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’s a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen.

What You'll Do

• Report directly to the Senior Director of Client Success, partnering closely on team 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.
• Partner with health plan Account Executives to align on strategy, enrollment goals, and renewal timing while maintaining Maven’s distinct presence and value proposition within the partnership.
• Build 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.
• 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.
• Experience managing or coaching client-facing teams, with a track record of developing people.
• Proven commercial results you can quantify: enrollment or adoption attainment, expansion pipeline sourced, and retention outcomes on a named book.
• Demonstrated success building process and standards, not just running plays someone else wrote.
• 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 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.