Senior Client Success Manager

Job description

SENIOR CLIENT SUCCESS MANAGER About Marvin AI Marvin is on a mission to end healthcare’s workforce crisis. Marvin partners with many of the country’s top-ranked hospitals including Cedars-Sinai in Los Angeles, the VA, Jefferson Health and Geisinger in Pennsylvania, and the Harvard Department of Psychiatry, to provide a proprietary retention and resiliency employee benefit. Services include confidential teletherapy with specialized therapists, an AI coaching model built for clinicians, medication management/psychiatry, and well-being workshops. All programming is geared towards helping Marvin health system clients to improve clinician retention, patient outcomes, and team burnout, driving their overall effectiveness and resilience. Role Overview We’re looking for a high-impact east coast based Client Success Manager to own and grow relationships with our health system partners. This role is responsible for driving adoption, retention, and expansion across a portfolio of enterprise accounts. The ideal candidate brings experience managing complex employer benefit clients in a high-growth environment and is comfortable operating at both the executive and operational levels. Join us in building something that meaningfully improves the lives of healthcare workers. KEY FOCUS AREAS INCLUDE: - Own a portfolio of employer health system accounts, driving retention, satisfaction, and growth - Build and maintain strong relationships with C-suite and senior stakeholders across client organizations - Lead strategic account planning and quarterly business reviews (QBRs) tied to measurable outcomes - Drive product adoption and engagement across client organizations, ensuring long-term value realization - Identify and execute opportunities for account expansion (additional sites, services, or programs) - Partner cross-functionally (product, clinical, ops) to advocate for client needs and influence roadmap priorities - Track and analyze key success metrics, including activation, engagement, clinical outcomes, and satisfaction - Proactively identify risks and develop mitigation strategies to ensure client success - Partners with CS leadership to define, refine, and continuously improve customer success best practices, processes, and playbooks as the organization grows and scales QUALIFICATIONS - 5–8+ years of experience in client success, account management, or related roles - Experience owning a book of business of $1M+ in ARR - Experience managing enterprise or strategic accounts, ideally within healthcare or health tech or employee benefits - Experience working with employer-sponsored benefits or benefits platforms (nice to have) - Proven ability to engage and influence C-suite stakeholders - Strong track record of driving retention, adoption, and/or revenue expansion - Comfortable navigating complex organizations and ambiguous environments - Excellent communication, presentation, and stakeholder management skills - Highly organized with strong project management capabilities - Experience with CRM and analytics tools (e.g., Salesforce, Tableau, or similar) Why Marvin AI? - We’re truly mission-driven. We founded Marvin on the belief that healthcare workers deserve the care and support they provide to their patients, and that existing solutions to growing healthcare burnout are ineffective. Preferred candidates based in the NYC metro region, or midatlantic. East coast time zone required. Hybrid role in our NYC office with occasional onsite client visits.