- Company Name
- Maven Clinic
- Job Title
- VP Strategic Accounts, Client Success
- Job Description
-
**Job title:** VP Strategic Accounts, Client Success
**Role Summary:**
Lead Maven’s direct‑employer client success organization, driving growth, retention, and advocacy for a global book of business. Shape staffing, performance metrics, and cross‑functional collaboration while building trusted advisory relationships with key decision‑makers.
**Expectations:**
- Deliver on enrollment, upsell, renewal, and exit‑management targets.
- Scale operations while maintaining high client satisfaction.
- Provide strategic insights to senior leadership and influence product/service direction.
**Key Responsibilities:**
- • Direct and mentor a high‑performing account management team; hire, train, and retain talent.
- • Define and track operational KPIs, conduct regular business reviews, and report on progress.
- • Gather and analyze client feedback to identify trends, recommend process improvements, and drive product enhancements.
- • Optimize the customer lifecycle through data‑driven segmentation, resource allocation, and service strategy.
- • Escalate and resolve complex client issues in partnership with product, sales, finance and legal.
- • Act as senior client advisor: manage relationships with key executives, consult on portfolio strategy, and secure renewal/cross‑sell opportunities.
- • Partner with Growth and Marketing teams to support new business acquisition and client‑based upsell initiatives.
**Required Skills:**
- Strategic account management & client‑success leadership in digital health, SaaS or benefits industry.
- Proven track record of managing large, multinational accounts with high satisfaction, retention, and revenue growth.
- Strong people‑management skills (hiring, coaching, performance review).
- Exceptional verbal, written and presentation skills; adept at influencing executives and cross‑functional teams.
- Analytical mindset; ability to translate data into actionable insights.
- Comfortable navigating ambiguity, troubleshooting issues, and driving solutions.
**Required Education & Certifications:**
- Bachelor’s degree in business, healthcare administration, or related field (Master’s preferred).
- Valid professional certifications (e.g., Certified Customer Success Manager, PMP, or equivalent) are a plus.