SVP, Client Success

Maven Clinic is seeking a transformational SVP of Client Success to architect and lead a world-class customer organization that fuels long-term retention, meaningful expansion, and exceptional client advocacy across employers, health plans, and channel partners. This executive will champion a culture of customer-centricity, transparency, collaboration, and continuous improvement, shaping the strategy, operating model, and performance culture that ensures every Maven client achieves measurable value and business outcomes.

We are redefining care for families; providing digital and in-person health services that empower people across fertility, pregnancy, parenting, and family building. As we scale rapidly, we need a high-impact leader to ensure our clients (health plans, employers, channels, and consumers) realize value, stay engaged, scale adoption, and act as enthusiastic advocates.

Role Overview

As SVP, Client Success you'll be accountable for the entire client value lifecycle, including onboarding, adoption, outcomes realization, renewal, expansion and advocacy across all customers and partners. 

This leader will:.

• Architect Maven’s Client Success strategy, and organization
• Drive world-class NRR through proactive engagement and measurable value delivery.
• Elevate Maven’s channel partner success model to accelerate growth through payer and distribution partners.
• Build  and scale a high-performing client-success organization, ensuring operational excellence, predictability and client-centric execution.
• Represent the client voice at the executive table, ensuring that client outcomes, feedback, and health metrics drive decision-making and continuous improvement.

As the SVP, Client Success at Maven, you will:

• Determine Strategic Leadership & Vision:
• Build and own the client success strategy across enterprise and channel partners aligned with Maven’s growth, profitability, and market differentiation goals. 
• Develop an enterprise-wide customer engagement model grounded in segmentation, health scoring, predictive intelligence, and customer value frameworks.
• Serve as a strategic business partner with Sales, Product, Marketing, Channel/Partnerships, and Services to deliver a seamless experience for Maven clients and partners, translating insights into product/process/market improvements.
• Build client advocacy programs, referenceable customer base, and client advisory forums. Act as the internal champion for client needs, translating them into strategic imperatives.
• Drive Retention Growth & Commercial Outcomes:
• Own renewal, churn mitigation, and NRR targets across employer, payer, and channel segments.
• Build a rigorous value-realization framework that quantifies clinical, financial, and engagement outcomes for clients.
• Partner with Sales and Strategic Accounts leadership to create expansion motions, identify upsell pathways, and drive multi-year growth strategies.
• Proactively identify and mitigate at-risk accounts, escalate when needed, ensure operational excellence in service delivery, and drive profitability of the client success function.
• Client Lifecycle Management & Experience Design
• Define the customer journey framework (onboarding, adoption, growth, renewal), develop segmentation and tailored engagement models, monitor customer health (health scores, NPS/CSAT, usage/adoption metrics) and intervene to maximize lifetime value.
• Oversee the design of a technical and strategic onboarding experience that accelerates time-to-value for clients and Maven.
• Establish predictable, outcome-driven QBR/EBC frameworks tailored to executive healthcare buyers.
• Channel Partner Success
• Build and scale a world-class partner success program that enables brokers, consultants, payers, and distribution channels to drive awareness, growth, and customer satisfaction.
• Ensure partners are trained, supported, and accountable to shared revenue, retention, and client health goals. 
• Executive Team & Board Reporting
• Establish and own success metrics (e.g., renewal rate, churn rate, net revenue retention, expansion revenue, CSAT/NPS, time-to-value), providing transparent and data-driven reporting to the executive team and board
• Establish dashboards and metrics that give forward-looking insight into retention and revenue performance (NRR, GRR, churn, expansion revenue).
• Operational Excellence & Team Leadership
• Scale a high-performing Client Success organization including direct enterprise/mid-market teams, channel/client partner success teams, and Strategic Accounts leadership.
• Define team structure, hiring strategy, competencies, KPIs, and career paths to ensure a motivated and accountable organization.
• Gain adoption of tools, technologies, and processes (e.g., Gainsight, Salesforce, robust analytics) to drive automation, efficiency, and consistency.

What Success Looks Like

In the first 12–24 months, this leader will have:

• Meaningfully improved NRR, expansion contribution, and renewal predictability.
• Implemented a scalable customer journey and health-scoring system that reduces reactive management.
• Expanded the channel partner success engine to drive higher quality pipeline and improved partner-driven retention.
  Established CS as a core part of Maven’s competitive differentiation and brand.
  Built a high-performing team that embodies operational rigor and client advocacy.

We are looking for you to bring:  

• 15+ years of leadership experience in post sales, client success, strategic accounts, or customer leadership roles in a high-growth technology or digital health environment, with at least  years at a senior leadership/executive level.
• Proven ability to own and materially improve NRR, GRR, churn reduction, expansion revenue, and executive-level client relationships.
• Experience navigating complex enterprise clients (Fortune 500 employers, health plans and strategic channel partners
• Strong ability to think strategically and operationally: define vision, build scalable processes, execute, measure and iterate.
• Deep experience scaling customer-facing teams in hyper-growth environments with rapidly evolving products.
• Strong financial acumen; able to forecast retention, expansion, and lifetime value with accuracy.
• Executive-level presence, communication, and ability to influence across C-suite stakeholders.
• Data-driven mindset and comfortable with customer success platforms (e.g., Gainsight)), CRM (Salesforce), analytics to track health, risk and growth.
• Mission-driven mindset and experience or affinity for healthcare, digital health, or services that touch human outcomes is a plus.
• Excellent people-leadership skills with the ability to recruit, coach and develop a high-performing team; build culture.
• Willingness to travel for key client and internal strategy meetings.

Preferred Qualifications:

• Experience at a digital health company in the health, wellness, or family health space is preferred
• Experience supporting health benefit programs for employers, payers, or channel partners is preferred
• Salesforce, Looker, Asana, and/or Microsoft suite experience

The OTE range for this role is $380-425K per year. You will also be entitled to receive stock options 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. This role is open to candidates based in the New York Metropolitan area, or remote from within the US. 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). This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.