Senior Client Success Manager

About the role

We are looking for a senior client success manager based on the East Coast to lead and develop relationships with our health system partners. This position involves managing a portfolio of enterprise accounts, ensuring high levels of client retention, satisfaction, and growth. The successful candidate will be responsible for driving product adoption, expanding account services, and fostering long-term partnerships with healthcare organizations. This role requires engaging with senior leadership and operational teams to understand their needs, advocate for product enhancements, and deliver measurable outcomes that align with our mission to improve healthcare workforce resilience. The ideal candidate will have experience managing complex client relationships within healthcare or related sectors and possess a strategic mindset to support our organization's growth.

Key facts

What you'll do

• Manage a diverse portfolio of employer health system accounts, focusing on retention, satisfaction, and identifying opportunities for growth and expansion.
• Build and nurture strong relationships with C-suite executives and senior stakeholders across client organizations to understand their strategic priorities and ensure alignment with Marvin's offerings.
• Lead strategic account planning sessions and facilitate quarterly business reviews (QBRs) to review progress, set goals, and demonstrate value through measurable outcomes.
• Drive product adoption and engagement within client organizations by providing tailored support, training, and resources to maximize the benefits of Marvin's services.
• Identify and execute opportunities for account expansion, such as onboarding additional sites, introducing new services, or expanding existing programs to increase revenue and client value.
• Collaborate cross-functionally with product, clinical, and operational teams to advocate for client needs, influence product roadmaps, and ensure the organization's offerings meet client expectations.
• Track and analyze key success metrics including activation rates, engagement levels, clinical outcomes, and overall client satisfaction to inform ongoing account strategies.
• Proactively identify potential risks or issues within accounts and develop mitigation strategies to ensure continued client success and retention.
• Partner with customer success leadership to define, refine, and implement best practices, processes, and playbooks that support scalable growth and high-quality service delivery.
• Contribute to the continuous improvement of customer success initiatives by sharing insights, feedback, and lessons learned from client interactions.
• Support the organization's mission-driven goals by helping healthcare workers access essential mental health and well-being services, ultimately improving clinician retention and reducing burnout.
• Maintain a thorough understanding of Marvin's product suite, including teletherapy, AI coaching, medication management, and well-being workshops, to effectively communicate value propositions to clients.
• Represent Marvin at industry events, conferences, and client meetings to promote the organization's mission and build a strong professional network within the healthcare community.
• Assist in onboarding new clients, ensuring smooth transitions and early adoption of Marvin's services to establish long-term success.
• Provide feedback to product and clinical teams based on client insights to help shape future features and service offerings.
• Maintain detailed records of client interactions, account activities, and success metrics using CRM tools such as Salesforce.
• Support the development of client success materials, case studies, and reports to demonstrate impact and inform strategic decision-making.

Requirements

• 5-8+ years of experience in client success, account management, or related roles, preferably within healthcare, health tech, or employee benefits sectors.
• Proven experience managing a book of business valued at $1M+ in annual recurring revenue (ARR).
• Demonstrated success in managing enterprise or strategic accounts, with a focus on building long-term relationships and driving growth.
• Strong ability to engage and influence C-suite and senior stakeholders, with excellent communication and presentation skills.
• Experience working with complex organizations and navigating ambiguous or rapidly changing environments.
• Highly organized with strong project management skills to handle multiple accounts and initiatives simultaneously.
• Familiarity with CRM and analytics tools such as Salesforce and Tableau to track performance metrics and generate insights.
• Ability to analyze data, interpret trends, and translate findings into actionable strategies for account growth and client success.
• Passion for healthcare innovation and improving clinician well-being through technology and support services.
• Self-motivated, proactive, and capable of working independently while collaborating effectively with cross-functional teams.
• Strong problem-solving skills and the ability to develop strategic solutions to client challenges.
• Willingness to travel occasionally for onsite client visits and industry events as needed.

Nice to have

• Experience working directly within healthcare provider organizations or health systems.
• Knowledge of teletherapy, AI coaching, medication management, or well-being programs.
• Prior experience in a high-growth startup environment or within a mission-driven organization.
• Familiarity with healthcare operational challenges, clinician burnout issues, or workforce retention strategies.
• Understanding of healthcare compliance, privacy regulations, and relevant standards such as HIPAA or ITAR.

Skills & tools

• Customer success management and account management expertise.
• Strong stakeholder engagement and relationship-building skills.
• Strategic planning, goal setting, and performance tracking.
• Data analysis and reporting, with proficiency in tools like Salesforce and Tableau.
• Excellent communication, presentation, and negotiation skills.
• Project management capabilities to handle multiple initiatives and deadlines.
• Ability to interpret complex data and translate insights into actionable plans.

Practical notes

• Preferred candidates are based in the NYC metro region or Mid-Atlantic area.
• The role operates on East Coast time zone hours.
• This is a hybrid position based in our NYC office, with occasional onsite client visits required.
• Candidates should be comfortable working in a mission-driven environment focused on healthcare worker support and well-being.
• The position involves engaging with senior healthcare leaders and managing large-scale accounts, requiring professionalism and strategic thinking.
• No remote-only arrangements are specified; on-site presence in NYC is part of the role.
• The role offers an opportunity to contribute meaningfully to healthcare workforce resilience and clinician support initiatives.