Mid-Market Customer Success Manager

What We Do

Calm’s B2B team is committed to expanding access to mental health resources by building products for enterprises and the healthcare industry that drive positive health and business outcomes. Our suite of solutions include HIPAA-compliant resources, clinical programs, data and analytics tools, leadership and development workshops and more. What makes us unique? We take our award-winning approach to better sleep, mental resilience, and relaxation and combine it with scientifically backed techniques to create comfort and engagement throughout the mental health journey. Organizations rely on our expertise to fill the care gap created by stigma and life’s daily stressors, allowing them to take an active role in making effective mental health support possible for the people they serve.

We are hiring remote workers for this role in the New York City and Minneapolis areas. At this time, only candidates in these locations will be considered. 

What You’ll Do 

As a member of the Calm Customer Success team, you will work directly with our Calm Enterprise customers to help them launch Calm within their organization and achieve great adoption. We are constantly evolving and work in a fast paced environment to empower our customer admins to drive Calm adoption. We are an incredibly collaborative, dynamic, curious and innovative team.

• Build and maintain strong relationships with customer executives, HR and operational teams while being their internal advocate
• Gain a deep understanding of our customers’ wellness goals, review adoption data with them, and help them implement impactful engagement strategies
• Lead and perform calls that span the full customer lifecycle from implementation to renewal, inclusive of: Kick Off calls, Business Reviews, engagement strategy discussions and renewal conversations
• Manage a book of business that contains 70+ accounts, and independently prioritize your tasks
• Own renewals process including pricing negotiation, quote preparation and renewals forecasting
• Become a Calm expert and share best wellness practices with customers
• Detect, identify and work towards mitigating risk within accounts. Risk could be related to low adoption, lack of executive sponsor, competitive threat, etc.
• Lead the implementation of Calm Health customers: complete technical configuration, collaborate with cross-functional partners on deliverables while clearly communicating deadlines and expectations to the customer

Who You Are

The ideal Customer Success Manager is exceptional in building and maintaining customer relationships in a fast paced environment. In this role, you will manage a portfolio of accounts where the primary focus is on adoption, customer delight, and ultimately renewal/expansion. On this team, you will have the opportunity to work alongside the Sales, Marketing, Product and Engineering teams, among others. Who you are:

• At least 3 years of experience in a Customer Success, Account Management or similar role
• Past experience working through renewals process (including pricing negotiation, quote preparation and renewals forecasting)
• A self-starter with excellent organizational skills and the ability to handle various tasks
• Ability to collaborate with different individuals across the organization and a “roll-up the sleeves” approach to accomplish all necessary tasks
• Exceptional communication skills in person, on the phone and through email
• Very comfortable using Salesforce on a day to day basis and comfortable running filter based reports, analyzing data in analytic engines like Tableau
• Experience leading strategic, cross-functional initiatives such as customer lifecycle mapping, subject matter expert projects, and product feedback sessions to improve the customer experience

Nice to Haves

• Experience working in a fast-paced startup environment
• Experience with project management and change management
• Experience working in the healthcare and/or benefits space

Minimum Requirements

• 3 years of experience in a Customer Success or Account Management role

Calm uses a geographic pay model that determines salaries based on the location where an employee lives. For this position, the base pay ranges across Calm’s pay tiers is as follows: $97,200-$148,500 OTE. The base pay range represents the low and high end of Calm’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which include the successful candidate's geographic location, skills, experience and other qualifications. Calm uses employee zip code to determine which pay range applies. This role is also eligible for equity + comprehensive benefits + 401k + flexible time off.