• You will own a portfolio of school and district relationships and be responsible for driving the following measurable outcomes: • Manage a multimillion dollar portfolio while maintaining a Net Revenue Retention (NRR) rate above target through strategic price increases and seat expansion. • Drive active usage across your districts by delivering high-impact training and implementation strategies and creating compelling support materials. • Identify at-risk accounts and execute intervention playbooks to maintain a gross churn rate below company thresholds. • Build deep trust with district executive leadership, managing accounts with individual ARR values of six-figures or more through data-driven storytelling and consultative selling. • Contribute high level insights to the Customer Success playbook, driving cross functional strategy in leadership meetings.

• For newly onboarded MAs, input all required data into the master spreadsheet and notify leadership when CSM assignment is needed. • For terminated MAs, update termination dates, remove access from dashboards, and ensure records are fully reconciled. • Identify all brokered loans and confirm correct investor setup in TM. • Gather first payment letters and distribute them to the appropriate CSMs and loan teams. • Prepare, validate, and send transfer letters with accurate loan and servicer information. • Monitor CSM email inboxes for recurring servicing inquiries (e.g., payment setup issues). • Respond on behalf of the CSM using previously sent documentation, reducing duplicate client outreach and improving response times. • Escalate only non-standard or unresolved servicing issues to the appropriate CSM. • Send client-facing and internal emails on behalf of CSMs, ensuring accuracy, consistency, and timeliness. • Manage and distribute launch call emails for each team, including servicer-specific loan numbers. • Operate directly within CSM email accounts so CSMs can remain client-facing and focused on live calls. • Send client text messages on behalf of CSMs using the Spoke phone system. • Ensure correct Mortgage Advisor alignment, time-zone awareness, approved messaging templates, and brand-compliant formatting. • Support ongoing process improvements and system enhancements, including transition of manual tasks as Gallus functionality is expanded. • Identify repetitive inquiries or inefficiencies and flag opportunities for automation or documentation improvements.

• Serve as the primary IT and transformation liaison between the Company and partner health systems • Establish and maintain strong executive-level relationships with partner stakeholders • Translate enterprise strategy into partner-specific execution plans • Collaborate with the Transformation Office to establish program governance frameworks • Partner closely with the Transformation Office and PMO to design and implement program governance frameworks • Drive disciplined execution across multiple concurrent initiatives • Manage program financials including budget development and ROI reporting • Drive change management initiatives and lead end-to-end change management strategies • Ensure risk and compliance alignment

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Maven is looking for a commercially-minded and strategic Senior Client Success Manager to join our Client Success team, to own relationships with our highest-value employer accounts. The Senior Client Success Manager will be the main point of contact for some of our larger accounts - driving enrollment and engagement while taking direct accountability for net revenue retention, renewal health, and expansion readiness. This is not a reactive support role — it’s a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen. As Senior Client Success Manager at Maven, you will: - Own the net revenue retention outcome for your portfolio of large employer clients with direct accountability for renewal rates, expansion pipeline, and risk mitigation (expected book of business capacity of ~12 accounts). - Build and maintain strategic account plans, including expansion opportunities, competitive threats, and renewal milestones. - Forecast renewal health on a defined cadence, proactively monitor client risk, and establish documented risk mitigation plans as needed. - Identify and develop Client Success Qualified Leads (CSQLs) by surfacing expansion signals and building the internal business case before handing to Sales. - Partner with Renewals and Sales as the account quarterback: own the quality and completeness of every commercial handoff. - Drive enrollment and engagement strategies that are explicitly tied to client business outcomes. - Deliver Quarterly Business Reviews that position Maven’s quantifiable ROI in the client’s language. - Build and present data-driven business cases for Maven’s value, tailoring messaging by stakeholder level. - Proactively consult clients on program optimization using Maven’s industry expertise. - Maintain high level of client engagement, satisfaction and loyalty. - Collaborate with client leadership, broker and consultant partners, and other stakeholders to unlock additional business opportunities. - Serve as the primary point of contact collaborating with cross-functional teams. - Consult clients on strategies to better support their working parents. - Convert clients into Maven advocates, leveraging their successes for references and case studies. - Manage client issues and escalations, collaborating with partner teams as required. - Provide strategic analysis of member engagement performance and program metrics. - Own communications to meet mutually agreed upon goals. - Serve as the voice of the client internally by bringing insights to enhance product development. - Identify and address root causes of challenges, recommending scalable improvements. - Act as a trusted decision-maker, balancing multiple perspectives and ensuring alignment with company priorities. Qualifications - 7+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies. - Experience working with large employer clients (10,000+ employees) is required. - Proven track record of positioning and executing marketing strategies that drive enrollment. - Passion for healthcare and influencing organizational change. - Strong interpersonal and verbal, written, and presentation skills. - Ability to prioritize and manage multiple tasks while holding yourself and others accountable. - Possess analytical skills and strategic thinking. - Experience in working with the full lifecycle of customer success post sales. - Willingness to travel 25-30% of the time for key client meetings. - Comfort operating in high-growth environments with evolving processes. Requirements - Proven ability to broaden and deepen multi-threaded executive relationships. - Track record of partnering with Sales and/or Renewals teams to progress commercial opportunities. Benefits - Maven for Mavens: access to the full platform and specialists. - Whole-self care through wellness partnerships. - 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.