Be the internal and external face of Maven’s SMB Client Success team for all client-related needs throughout the client lifecycle (launch, renewals and ongoing relationship)
Own the SMB Client Success operating model, including support ratios, digital vs. high-touch engagement, tooling, and resource allocation to ensure scalable, cost-effective growth
Lead, mentor, and develop a team of Client Success Managers and/or Associates, fostering a culture of accountability, ownership, and continuous improvement
Build and evolve career paths, competency frameworks, and development plans to support retention and leadership growth within the team
Design, implement, and iterate on digital-first and pooled support models (e.g., campaigns, webinars, shared inboxes, self-serve resources) to expand reach
Represent Maven in complex client escalations and partner conversations, setting expectations around service models while protecting long-term relationships
Serve as the strategic voice of SMB clients internally, influencing Product, Marketing, Sales, BizOps, and Client Delivery priorities through structured insights and data
Support a high level of client engagement, satisfaction and loyalty, as measured by high client health scores & NPS within the SMB segment
Leverage data, campaigns, and scalable programs to proactively generate pipeline and incremental revenue across the SMB book
Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.

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, with demonstrated excellence in people management, mentoring, hiring, training and onboarding
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, not solely 1:1 account management
Experience leveraging automation, data, or AI-enabled tools to scale client engagement or operational efficiency
Strong communication, interpersonal, and problem-solving skills, with the ability to analyze data, present insights clearly, and influence both internal cross-functional partners and external clients
Ability to prioritize and manage multiple tasks; strong 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)

Health insurance
401K matching for US-based employees, with immediate vesting
Flexible work arrangements
16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
Annual professional development stipend and access to a personal career coach through Maven for Mavens
Hybrid work, in office meals, and work together days
Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
Whole-self care through wellness partnerships

Client Success Director – SMB

Key skills