Senior Customer Success Manager

Summary

Join Calm as an Enterprise Senior Customer Success Manager and play a pivotal role in maintaining and growing Calm's most strategic B2B partnerships. With 8+ years of experience in Customer Success, Account Management, or related roles, you will drive value for Calm’s largest enterprise customers. You will lead sophisticated customer relationships, focusing on adoption, retention, renewals, and expansion. This role requires a strategic thinker who is adept at managing complex accounts, analyzing customer data, and delivering executive-level business reviews. You will be a trusted advisor to clients, ensuring they receive maximum value from Calm’s platform and service. This is a remote position based in New York City or Minneapolis.

Requirements

• 8+ years of experience in Customer Success, Account Management, or a related role, with demonstrated success managing large, strategic, enterprise-level accounts
• Proven track record of driving customer adoption, engagement, and retention in a B2B SaaS or wellness-focused environment
• Past experience working through renewals process (including pricing negotiation, quote preparation, liaising with procurement teams, and renewals forecasting)
• Expertise in developing and executing strategies that drive both revenue growth and long-term customer satisfaction
• Strong analytical skills, with the ability to interpret customer data and apply insights to create tailored engagement plans
• Exceptional relationship-building and communication skills, with experience working directly with senior leadership and key decision-makers
• Highly proficient in CRM platforms (Salesforce) and other customer engagement tools (Zendesk, Outreach)
• Ability to work cross-functionally and influence product development and service delivery based on customer feedback
• Willing to travel up to 15% (customer meetings & benefit events)
• 8+ years of experience in Customer Success, Account Management, or related fields, with a strong focus on managing enterprise-level accounts
• A proven ability to drive results in a complex, dynamic environment, working closely with cross-functional teams to influence outcomes and deliver value

Responsibilities

• Manage and deepen relationships with Calm’s highest-value enterprise clients, aligning wellness solutions with their strategic objectives
• Develop and execute data-driven engagement plans that drive adoption, customer satisfaction, and retention for large, complex organizations
• Identify opportunities for upsell and cross-sell within your accounts, collaborating with Sales to drive additional revenue while ensuring high customer value. Navigate risk management & escalations. Own renewals process including pricing negotiation, quote preparation, liaising with procurement teams, and renewals forecasting
• Manage technical configuration, eligibility file setup, and benefit mapping in collaboration with cross-functional teams, while driving complex 4–6 week timelines and clearly communicating deliverables and deadlines to stakeholders
• Conduct executive-level Business Reviews, delivering actionable insights on customer performance metrics, program successes, and areas for improvement
• Analyze customer usage data to uncover trends, inform strategic recommendations, and develop initiatives that ensure customers realize the full value of Calm’s offerings
• Serve as the primary advocate for customers, ensuring their needs are represented internally and working cross-functionally with Product, Engineering, and Marketing to enhance the overall customer experience
• Provide insights and guidance on workplace wellness trends, best practices, and innovative ways for customers to enhance employee well-being using Calm
• Partner with internal teams to align customer feedback with product roadmaps, process improvements, and go-to-market strategies

Preferred Qualifications

• Experience in a Saas digital wellness benefits space
• Passion for mental fitness and a deep interest in supporting corporate wellness programs
• Experience leveraging AI to streamline and optimize processes
• Familiarity with change management or consulting in a customer-facing role

Benefits

• $118,800 - $170,000 OTE
• Equity
• Comprehensive benefits
• 401k
• Flexible time off