Mid-Market Customer Success Manager

About Calm

Calm is a leading consumer mental health company on a mission to support everyone on every step of their mental health journey. Known for its flagship consumer app—ranked #1 in its category with over 180 million downloads and availability in seven languages across 190 countries—Calm helps people sleep better, stress less, and live more mindfully through content and tools from experts and beloved celebrity voices. Building on this foundation, Calm has created a broader portfolio including evidence-based solutions like Calm Health, offered through employers, health plans and providers, designed to expand access to mental health and sleep support, boost benefits engagement, and drive positive health outcomes. Today, Calm supports more than 3,500 organizations and reaches over 17 million covered lives through Calm Health. Calm has been recognized as a TIME100 Most Influential Company and one of Fast Company’s Brands That Matter. Learn more at calm.com.

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.

Calm may incorporate artificial intelligence technology to support the application review process, but rest assured that human reviewers are involved in all stages of the hiring process.

Calm is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you require a reasonable accommodation to complete any part of the application or interview process, please contact Calm’s Recruiting team at [email protected]. All accommodation requests will be handled confidentially and assessed on a case-by-case basis.

We believe that mental health is health, and every person should be considered in the discussion. That’s why we’re proud to be an equal opportunity workplace, committed to providing equal employment opportunities to all applicants and employees regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, medical condition, genetic information, military or veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law.

Calm is deeply committed to diversity, equity and inclusion. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination.

Employment offers are contingent upon the successful completion of a background check. Roles which require access to certain types of information may also require the successful completion of a drug screening.

FOR US BASED POSITIONS: Calm participates in e-verify. E-verify provides the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

• Right to Work
• E-Verify Participation