Client Success Manager

About the role

Marvin delivers mental health and resiliency benefits to major healthcare systems, including Cedars-Sinai and the VA, to address clinician burnout. In this position, you will manage a portfolio of enterprise health system accounts, serving as the primary point of contact to drive platform adoption and long-term retention. You will own the end-to-end relationship strategy for a book of business that includes some of the most recognized health systems in the country. The role requires a proactive mindset to translate complex platform capabilities into clear value for clinical and operational leaders. You will act as a trusted advisor, aligning Marvin's solutions with the strategic priorities of each organization. Success in this position depends on your ability to build credibility at the C-suite level while maintaining deep operational partnerships. You will be responsible for ensuring clients see continuous improvement in utilization, engagement, and measurable mental health outcomes.

Key facts

What you'll do

• Manage a portfolio of employer health system accounts to ensure satisfaction and growth across multiple sites.
• Cultivate and sustain partnerships with C-suite and senior leadership at client organizations to align on strategic objectives.
• Execute strategic account plans and conduct quarterly business reviews focused on tangible results and adoption metrics.
• Increase product utilization and engagement to ensure clients realize the full value of Marvin's mental health and resiliency services.
• Spot and pursue opportunities to expand service offerings or site coverage within existing accounts through upsell and cross-sell initiatives.
• Collaborate with product, clinical, and operations teams to represent client feedback and shape the product roadmap based on real-world needs.
• Monitor success metrics including clinical outcomes, activation rates, and engagement data to identify trends and insights.
• Anticipate potential account risks and implement strategies to resolve them before they impact retention or expansion.
• Work with leadership to develop and refine internal success playbooks and operational processes for scalable client management.
• Serve as the central liaison between Marvin's internal teams and the client organization for smooth issue resolution.
• Analyze utilization patterns to identify underused features and drive targeted interventions that boost activation.
• Partner with clinical teams to ensure that mental health interventions are aligned with evidence-based practices and organizational goals.
• Lead proactive outreach campaigns designed to maintain momentum and prevent stagnation in platform adoption.
• Document best practices and success stories from key accounts to create reference materials for sales and marketing.
• Support the creation of executive-level updates that highlight ROI, risk mitigation, and strategic impact for leadership discussions.

Requirements

• 5 to 8+ years of experience in account management or client success within a relevant service environment.
• Proven history of managing a book of business worth at least $1M in ARR across multiple enterprise accounts.
• Background in enterprise or strategic account management, specifically within health tech, healthcare, or employee benefits.
• Demonstrated ability to influence and communicate effectively with executive stakeholders at health systems and large organizations.
• Experience driving revenue expansion, adoption, and retention through data-informed strategies and relationship management.
• Ability to operate effectively within complex, ambiguous organizational structures with multiple decision-makers.
• Strong project management and organizational skills to manage competing priorities and tight deadlines.
• Comfort working with confidential and sensitive mental health data in compliance with healthcare regulations.
• Willingness to adhere to company processes while actively contributing to process improvement initiatives.
• Readiness to travel occasionally for onsite client visits and strategic account reviews.
• Commitment to working during East Coast business hours to ensure timely responsiveness to clients.
• Professionalism in managing multiple high-stake relationships simultaneously while maintaining attention to detail.
• Eagerness to learn and apply new information about mental health, healthcare delivery, and value-based care models.
• Track record of meeting or exceeding quotas and performance targets in previous client success or account roles.

Nice to have

• Experience working with employer-sponsored benefits or related platforms in a client success or account management capacity.
• Familiarity with healthcare-specific CRM and analytics tools such as Salesforce and Tableau for reporting and insights.
• Understanding of clinician burnout, resiliency programs, and mental health interventions in healthcare environments.
• Knowledge of value-based care models and how mental health support fits into organizational wellness strategies.
• Experience supporting multi-site rollouts where standardization and local adaptation must coexist.
• Background working with unionized environments or organizations with complex stakeholder governance.

Practical notes

• This is a hybrid role based in our NYC office, requiring a combination of remote work and in-office collaboration.
• Occasional travel for onsite client visits is required to maintain strong relationships and conduct strategic reviews.
• Candidates must be based in the NYC metro area or the Mid-Atlantic region and work on East Coast time to align with client schedules.
• The role involves regular interaction with executive stakeholders, requiring strong communication skills and professional presence.
• Success in this position is measured by account retention, expansion revenue, and client-reported outcomes related to engagement and mental health impact.
• The company is an equal opportunity employer and values diversity, inclusion, and professional growth at all levels of the organization.
• Applicants are encouraged to highlight relevant experience in healthcare, benefits, or technology account management during the application process.
• The position requires reliable internet connectivity, a suitable workspace for hybrid attendance, and adherence to company security policies.
• Performance reviews will focus on strategic impact, relationship strength, and the ability to drive measurable improvements for client portfolios.