Senior Client Success & Operations Lead

Maven-Clinic; New York (NY); Hybrid; USD 98,000 - 115,000; Full time

Benefits offered by this job

Hybrid work

Parental leave

Professional development stipend

Career coaching

401K matching

Wellness benefits

Job summary

Maven Clinic is the world’s largest virtual clinic for women and families, offering end-to-end health programs and virtual care across 30+ specialties. The Client Support Specialist role sits on a newly built-out team reporting to the Senior Manager of Client Support and focuses on resolving issues, analyzing trends, and improving client outcomes.

The role requires 4-6 years in a client-facing operations capacity, strong data-driven decision making, and ability to collaborate with Product,

Qualifications

• 4-6 years in a client support, operations, or client-facing ops role.
• Ability to make a reasonable call with incomplete information, and comfortable being wrong sometimes as a result.
• Take direction well, work autonomously, and also push back when something doesn't add up.
• Proven track record independently managing complex, multi-stakeholder projects with measurable outcomes on timeline, quality, and client satisfaction.
• Clear, concise executive communication across written, verbal, and in-the-room settings, with the judgment to know what to escalate, when, and to whom.
• Strong analytical and problem-solving skills, with experience using data to frame decisions and measure impact.
• Experience with escalation, exception handling, or decision-approval workflows.
• Bachelor's degree or equivalent experience.

Responsibilities

• Identify patterns versus one-off issues at the ticket level to surface opportunities in process, product, or specific client relationships.
• Use data and trends to diagnose what's driving issue volume or client friction.
• Monitor and measure performance against key operational KPIs, using data to continuously improve outcomes.
• Identify and fix root causes to reduce overall ticket volume and increase the ability to self-serve across client-facing and operational teams.
• Prioritize across competing demands spanning client issues, custom requests, and performance work, partnering with your manager on what matters most and making sound calls on what to act on now versus later.
• Manage a portfolio of open threads ranging from immediate decisions to early-stage scoping, keeping track of what's waiting on whom at every stage.
• Navigate fluidly between client-facing teams and internal stakeholders, adjusting tone and approach to fit the audience and the ask.
• Own follow-through on every open item until it's actually resolved, driving accountability regardless of how many stakeholders are involved.
• Collaborate with stakeholders across most functions at Maven (Product, Engineering, Clinical, Legal, Finance, etc.), serving as the voice of the client in internal operational conversations.
• As the team grows, help onboard and mentor newer team members.

Skills

Client support

Operations

Stakeholder management

Executive communication

Data analysis

Problem solving

Escalation handling

Autonomy

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

JIRA

Looker

Job description

Maven Clinic is the world’s largest virtual clinic for women and families, offering end-to-end health programs and virtual care across 30+ specialties. The Client Support Specialist role sits on a newly built-out team reporting to the Senior Manager of Client Support and focuses on resolving issues, analyzing trends, and improving client outcomes.

The role requires 4-6 years in a client-facing operations capacity, strong data-driven decision making, and ability to collaborate with Product,