Digital Client Success Associate (Contract) - Remote

Overview

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs.

In Short

• Support Maven’s rapidly growing direct segment with a high level of responsibility and visibility.
• Manage a book of Small and Medium size Businesses (SMB) through a pooled support inbox.
• Develop deep product and internal process knowledge to help identify common roadblocks.
• Utilize Salesforce Cases system for triage, communication, and resolution workflows.
• Own day-to-day cross-functional coordination of client activities.
• Listen to clients' concerns and diagnose service needs.
• Follow escalation protocols to ensure tickets are routed to the right teams.
• Partner with other teams to iterate on existing processes.
• Support biannual client reporting meetings and analyze data.

Requirements

• 2-4 years of experience in customer or client success, account management, or operations.
• Passion for healthcare, telehealth, and/or startups.
• Strong interpersonal and communication skills.
• Ability to craft client-facing content in multiple formats.
• Experience creating scalable and repeatable processes.
• Strong project management and organizational skills.
• Self-motivated and adaptable in a fast-paced environment.
• Experience using tools like Salesforce, Looker, Gainsight, HubSpot, and Matik.

Benefits

• Access to Maven's healthcare platform and specialists.
• Hybrid work model with flexible arrangements.
• 16 weeks 100% paid parental leave.
• Annual professional development stipend.
• 401K matching for US-based employees.