Client Success Director (SMB)

TL;DR

Client Success Director (SMB): Leading and developing a high-performing Client Success team for the small and medium sized business segment with an accent on designing and evolving the operating model that enables profitable and scalable service. Focus on digital-first delivery strategies and influencing cross-functional priorities.

Location: New York, NY; Remote, US (Hub cities). Team members are required to work onsite three days a week (Tuesday, Wednesday, Thursday) in the New York City office. For those based in San Francisco/Bay Area, CA, or Seattle, WA, team members are required to attend quarterly Work Together Days within these cities. This role requires active work authorization in the US.

Salary: $153,000 - $180,000 per year

Company

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us.

What you will do

• Lead and develop a high-performing Client Success team, fostering a culture of accountability and continuous improvement.
• Own the SMB Client Success operating model, including support ratios, digital vs. high-touch engagement, tooling, and resource allocation.
• Design, implement, and iterate on digital-first and pooled support models to expand reach.
• Serve as the strategic voice of SMB clients internally, influencing Product, Marketing, Sales, BizOps, and Client Delivery priorities.
• Support a high level of client engagement, satisfaction and loyalty within the SMB segment.
• Leverage data, campaigns, and scalable programs to proactively generate pipeline and incremental revenue across the SMB book.

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.
• 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.
• Experience leveraging automation, data, or AI-enabled tools to scale client engagement or operational efficiency.
• This role requires active work authorization in the US.

Nice to have

• 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.

Culture & Benefits

• Access to the full Maven platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Hybrid work, in office meals, and work together days.
• 16 weeks 100% paid parental leave and new parent stipend.
• Annual professional development stipend and access to a personal career coach.
• 401K matching for US-based employees, with immediate vesting.