Maven is seeking a strategic, and operational Client Success Director - SMB to own the growth, scalability, and performance of our small and medium sized business segment. This role is responsible for leading and developing a high-performing Client Success team and designing and evolving the operating model that enables Maven to serve a rapidly growing SMB portfolio profitably and at scale. As the SMB Director, you will act as the general manager for the SMB Client Success segment – balancing client experience, revenue retention and expansion, cost-to-serve, and long-term scalability. Reporting to the VP of Client Success, you will lead digital-first delivery strategies, influence cross-functional priorities, and ensure Maven continues to delight SMB clients while meeting enrollment, renewal, and revenue goals year over year. As a Client Success Director for SMB at Maven, you will: Be the internal and external face of Maven’s SMB Client Success team for all client-related needs throughout the client lifecycle (launch, renewals and ongoing relationship) Own the SMB Client Success operating model, including support ratios, digital vs. high-touch engagement, tooling, and resource allocation to ensure scalable, cost-effective growth Lead, mentor, and develop a team of Client Success Managers and/or Associates, fostering a culture of accountability, ownership, and continuous improvement Build and evolve career paths, competency frameworks, and development plans to support retention and leadership growth within the team Design, implement, and iterate on digital-first and pooled support models (e.g., campaigns, webinars, shared inboxes, self-serve resources) to expand reach Represent Maven in complex client escalations and partner conversations, setting expectations around service models while protecting long-term relationships Serve as the strategic voice of SMB clients internally, influencing Product, Marketing, Sales, BizOps, and Client Delivery priorities through structured insights and data Support a high level of client engagement, satisfaction and loyalty, as measured by high client health scores & NPS within the SMB segment Leverage data, campaigns, and scalable programs to proactively generate pipeline and incremental revenue across the SMB book Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.