Customer Success Manager

Summary

Join Calm's Customer Success team as a remote Customer Success Manager in New York City or Minneapolis! In this role, you will build strong relationships with enterprise clients, guide them through the Calm platform implementation, and ensure high adoption rates. You will manage a portfolio of 70+ accounts, lead calls throughout the customer lifecycle, and own the renewal process, including pricing negotiations. You will also collaborate with cross-functional teams, analyze adoption data, and implement engagement strategies to achieve customer delight and renewal/expansion. This position requires at least 3 years of experience in Customer Success or Account Management, strong communication skills, and proficiency in Salesforce and data analysis tools. The role offers a competitive salary, equity, comprehensive benefits, 401k, and flexible time off.

Requirements

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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Equity
• Comprehensive benefits
• 401k
• Flexible time off