Senior Director, Client Success

Maven is looking for an experienced Senior Director to lead and scale our Enterprise Client Success team. This role is focused on strategic vision, leading a high-performing team managing a portfolio of complex, multinational clients, and driving continuous improvement. You will coach, mentor, and motivate the team to drive account performance, growth, and advocacy, while owning the full revenue motion from pipeline through close, and leading the AI-native transformation of Client Success operations at Maven.

As a Senior Director, Client Success at Maven, you will:

• Lead, inspire, and mentor a high-performing team of individual contributors, fostering a culture of excellence, collaboration, accountability, and continuous learning.
• Define and uphold the standard for talent, including strategic recruitment, comprehensive development, and decisive performance management.
• Oversee performance and client retention, ensuring a high NPS across the book of business.
• Own commercial outcomes across your book of business including: Net Revenue Retention, gross retention, growth, and enrollment target achievement. Through strategic account planning, identify upsell opportunities and effective member engagement strategies.
• Define operational metrics for the team, establish regular business reviews, and drive rigor around KPIs.
• Gather, analyze, and leverage customer feedback and insights to identify trends, improve processes, and drive product and service enhancements; champion client priorities with senior leadership.
• Collaborate cross-functionally to drive quick resolutions that showcase our commitment to member satisfaction.
• Build relationships with key decision-makers and consultants; develop and execute a stakeholder engagement strategy.
• Represent Client Success in new business discussions, forge strong relationships with Payer, Channel, and Consulting leads, and establish client growth strategy. Identify trends across existing clients to help drive member enrollment.
• Manage the full lifecycle of client escalations. Act with urgency, provide transparent communication, and serve as Maven's external representative.
• Collaborate with all Client Success leaders on AI adoption, including leading the next phase of Maven's AI-powered Client Success operating model: agentic workflows for account planning, call coaching, deal strategy, and executive briefings.
• Drive measurable efficiency gains in account-to-CSM ratios, time-to-insight, and CSM productivity.

We're looking for you to bring:

• 10+ years of experience in account management or client services in digital health, healthcare, benefits, or regulated-industry SaaS companies.
• 5+ years managing or in a leadership role in current or prior experience. 
• Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training, and onboarding.
• Excellent people-leadership skills with the ability to recruit, coach, and develop high-performing teams and build culture. Track record of upgrading team quality: hires retained, underperformers managed out, internal promotions earned.
• Must have previously carried and delivered against a growth goal, owning upsell and client engagement targets. Experience operating a book of $100M+ ARR with executive accountability for P&L impact.
• Ability to work with senior-level client leadership to solve escalations efficiently and effectively, operating as the face of the company.
• Prior experience leading change: defining CS infrastructure, metrics frameworks, and reporting rigor in a high-growth environment.
• Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth, and retention.
• Comfortable in ambiguity. Gets to the root cause quickly, navigating complexity to find the best solution. Doesn't wait for permission to drive resolutions.
• Strong verbal, written, and presentation skills; ability to communicate clearly, lead with the takeaway, and influence internal and external stakeholders.
• Strong analytical skills; ability to understand data and present insights to clients.
• Experience leading teams across the full customer success lifecycle post-sales: implementation, adoption, product training, renewals, and account management.
• Experience identifying and leading process improvement and creating scale within a CS organization. Must have led AI-native CS transformation to drive efficiency and scale.
• Willingness to travel 30–40% of the time for key client and internal strategy meetings.

The base salary range for this role is $165,000 – $210,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

New York, NY; Remote, US (Hub cities) Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and  Seattle, WA. This role is exclusively open to candidates in these locations. 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.

This role requires active work authorization in the US.