Maven is looking for a highly motivated, professional, and detailed-oriented Manager to join our Client Success Team. This Manager will play a critical role in supporting Maven’s rapidly growing SMB segment with a high level of responsibility and visibility across the team. As part of this team, you’ll be working alongside Marketing, Business Operations, Sales and Product to contribute to the ongoing engagement, and growth of Maven’s leading solution for family benefits to our largest client segment. CSMs will work directly with our clients, and develop technology-led strategies and tactics to drive product adoption, program engagement and sustained client communication. 

The Digital CSM team will specifically focus on driving product adoption, retaining customers, and highlighting customer advocates by creating self-serve digital resources and programs in a 1:many fashion. The Digital CSM team will create these resources and programs to drive CSM effectiveness, reduce administrative burden, and standardize best practices across all customer segments. Additionally, Digital CSM’s will frequently be expected to engage with our SMB customers who have a need (at risk/expansion signals, services scoping, best practice guidance, etc).

As a Digital Client Success Manager at Maven, you will: 

• Lead 1:many content strategy efforts by
• Developing deep product, client and internal process knowledge to help uncover existing pain points/roadblocks and potential technology-led solutions 
• Analyzing client reporting data and engagement metrics across specific client segments to evaluate existing measures of success and areas for opportunity 
• Adopt a “digital first” mindset by exploring existing and net-new technology to help drive macro-level strategy to be ultimately leveraged by all customer segments
• Standardize and scale existing CS team playbooks, templates and documentation to further enhance client experience while promoting and maintaining efficiencies 
• Utilize Salesforce Cases system through a shared inbox for high-risk triage for a pool of SMB customers, communication and resolution workflows; partner closely with peers to ensure high level of accountability and limit redundancy in addressing client questions and concerns 
• Own day-to-day cross-functional coordination of client activities, including but not limited to reporting requests, hosting client meetings upon request, delivering on client marketing requests, and business operation deliverables
• Partner with other CSMs, Business Operations, Marketing, Client Delivery, Sales, and Product to iterate on existing client processes and continue to deliver best-in class client service 

We’re looking for you to bring:

• 3-7 years of experience in customer or client success, account management, customer or digital marketing, project management and/or operations
• 2+ years of experience using these types of tools: Gainsight (or other CS platform), HubSpot (or other email marketing tool), Matik (or other content creation tools), Optimizely (or other A/B testing tools), Salesforce, Looker, (or other data visualization tools)
• Passion for healthcare, telehealth, and/or start ups
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Ability to craft thoughtful and persuasive client-facing content in multiple different formats
• Ability to identify issues and trends based on your client experience and bring to appropriate cross-functional teams to identify and solve with process improvements
• Experience creating scalable and repeatable processes that are used by internal and external stakeholders
• Strong project management and organizational skills and the ability to influence without authority
• Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment

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

• Project management or operations experience
• Background in a healthcare-related field
• Background in communications or marketing

For candidates in NYC, CO, or CA, the base salary range for this role is $92,000 - $120,000 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.