Senior Associate, Client Success

The company is the world's largest virtual the company for women and families on a mission to make healthcare work for all of us. Through the company Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife — improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale. Through its consumer platform, the company provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women. Founded in 2014 by CEO Kate Ryder, the company has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. Recognized for innovation and industry leadership, the company has been named to the TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work. Learn more at mavenclinic.com

An award-winning culture working towards an important mission –  the company is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023, 2026)

• Fortune Change the World (2024)

• CNBC Disruptor 50 List (2022, 2023, 2024)

• Fortune Best Workplaces for Millennials (2024)

• Fortune Best Workplaces in Health Care (2024)

• Fast Company Most Innovative Companies (2020, 2023)

• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)

The company is looking for a high-energy, passionate, and detail-oriented Senior Associate to join our Client Success Team. As part of the company’s Client Resources Team, you will play a critical role in supporting the company’s rapidly growing SMB segment, a high-volume book of business with a high level of responsibility and visibility across the organization. You will partner with employers who come to the company through our Channel partnerships or Direct, serving as the face of the company for their ongoing needs by delivering thoughtful, speedy responses to inbound client requests, supporting engagement goals, performing utilization reviews, discussing communications strategies, and building relationships that turn satisfied clients into long-term advocates. You will also serve as the voice of the client internally, bringing insights that shape our product and program marketing.

As a Senior Client Success Associate at the company, you will

• Serve as a member of the account team which manages our high-volume book of Small and Medium size Businesses (SMB)

• Partner with your peers to deliver quick follow up to inbound questions, providing comprehensive, thoughtful, and speedy insights to our clients

• Be the face of the company for all client-related needs for ongoing relationship management and serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts

• Help maintain happy and healthy business relationships with clients and channel partners; capture and own client issues to ensure customer success and loyalty

• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores

• Manage client issues and escalations, collaborate with partner teams such as member support, operations, analytics, product, and sales as required

• Collaborate with channel contacts to build a strategic support model, leveraging the company and channel partner expertise to forge a stronger client experience

• Collaborate with health plan client executives and the company internal sales team, to manage broader strategic client relationships and unlock additional business opportunities within your portfolio

• Own communications to meet mutually agreed upon goals, including but not limited to external client meetings and other project plans; be prompt, responsive, and professional in all client-facing communications and interactions

• Convert clients into the company advocates, leveraging their successes for references, case studies, blogs, etc.

We’re looking for you to bring

• 2+ years experience in account management or client services role in digital health, healthcare, benefits or SaaS companies

• Ability to prioritize and manage multiple tasks; strong track record of high client satisfaction ratings and proven renewal success

• Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders

• Strong interpersonal skills; must be able to develop and grow relationships with clients

• Experience in working with the full lifecycle of customer success post sales (driving adoption, trainings/webinars, upsells, and account management)

• Ability to prioritize and manage multiple tasks

• Attention to detail and high degree of accuracy in task management and follow-up

• Ability to identify systematic issues based on your experience working directly with clients and bring to appropriate cross-functional teams to identify and solve with process improvements

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Experience using tools including Salesforce, Looker (or other data visualization tools); attention to detail and CRM data entry hygiene

Experience with channel partners is preferred

• Background in a healthcare-related field

• Background in communications or digital marketing

The base salary range for this role is $85,000 - 95,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

New York, NY; Remote, US (Hub cities)  the company embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and  Seattle, WA.  For those based in NewYork, San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.

Remote Mavens in a commutable distance (~90 minutes driving or on public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are  expected to attend local the company hosted Work Together Days .

This role requires active work authorization in the US.

At the company we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits That Work For You

Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:

• the company 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

• Hybrid work, in office meals, and work together days

• 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 the company for Mavens

• 401K matching for US-based employees, with immediate vesting

These benefits are applicable to the company Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.

The company is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. The company is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. The company interview requests and job offers only originate from an @mavenclinic.com email address (e.g [link for members] the company will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving the company please notify us at: [link for members] . For general and additional inquiries, please contact us at  [link for members] .