Associate Customer Success Manager

Job description

About Calm

Calm is on a mission to support everyone on every step of their mental health journey. With the #1 app for sleep, meditation and relaxation as well as a growing library of digital, evidence-based mental health programs, Calm offers trusted support for individuals and organizations alike. Our flagship consumer app provides personalized content and activities – featuring a range of experts and beloved celebrity voices – to help users manage stress, improve sleep and live mindfully. Our workplace and healthcare solutions offer a consumer-friendly approach to clinical content and HIPAA-compliant resources in order to drive positive health and business outcomes. Named a TIME100 Most Influential Company, Calm supports more than 150 million people and 3,500 organizations across seven languages and 190 countries.

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 San Francisco Bay Area, Los Angeles, New York City, or Minneapolis areas. At this time, only candidates in these locations will be considered.

What You’ll Do

The ideal Associate Customer Success Manager is exceptional in building customer relationships and program management in a fast paced environment. In this role, you will manage a large portfolio of accounts where the primary focus is on implementing Calm’s best practices at scale. This includes driving 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.

• Successfully support our Calm for Business partners at scale – build strong champions who meet and exceed their goals with Calm
• Gain a deep understanding of trends across customers’ wellness goals and help partners implement impactful engagement strategies
• Engage 1:1 with targeted customers at key points in the customer journey to ensure adoption of Calm
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training and webinars, new collateral, and hosting office hours
• Lead and perform Business Reviews multiple times each week
• Become a Calm expert and share wellness best practices with customers
• 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

• A self-starter who has past program management experience, is process oriented, with excellent organizational skills and the ability to handle & prioritize various tasks
• Intellectually curious, and show interest in understanding the “why” behind customer requirements and business processes, in order to make suggestions for continuous improvement
• Ability to collaborate with different individuals across the organization and a “roll-up the sleeves” approach to accomplish all necessary tasks
• Exceptional written communication skills
• Very comfortable using tools & technology including Salesforce, Outreach and Zendesk on a day to day basis. Comfortable running filter based reports and analyzing data to identify trends

Nice to Haves

• Experience working in a fast paced startup environment
• A passion for mental fitness and well being
• Experience with project management and change management

Minimum Requirements

• 2+ years of experience in a Customer Success or Account Management role.

The on-target earnings range for this role are between $79,200-$110,000 annualized with a ⁸⁵⁄₁₅ split between base pay and incentive compensation. Exact salary will ultimately depend on multiple factors, which may include the successful candidate’s skills, experience, and other qualifications. This role is also eligible for equity + comprehensive benefits + 401k + flexible time off.

Please note that Calm may leverage artificial intelligence technology in the application review 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