Client Success Director - SMB

Maven is seeking a strategic, and operational Client Success Director - SMB to own the growth, scalability, and performance of our small and medium sized business segment. This role is responsible not only for leading and developing a high-performing Client Success team, but also for designing and evolving the operating model that enables Maven to serve a rapidly growing SMB portfolio profitably and at scale.

As the SMB Director, you will act as the general manager for the SMB Client Success segment – balancing client experience, revenue retention and expansion, cost-to-serve, and long-term scalability. Reporting to the VP of Client Success, you will lead digital-first delivery strategies, influence cross-functional priorities, and ensure Maven continues to delight SMB clients while meeting enrollment, renewal, and revenue goals year over year.

As a Client Success Director for SMB at Maven, you will: 

• 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. 

We’re looking for you to bring:

• 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)

Helpful experiences and skills:

• 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

The base salary range for this role is $153,000 - $180,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

This role requires active work authorization in the US.

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, 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 quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.