Senior Customer Success Manager

Job description

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 or Minneapolis areas. At this time, only candidates in these locations will be considered.

What You’ll Do

As an Enterprise Senior Customer Success Manager, you will 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, helping them achieve their wellness goals through tailored engagement strategies. Your expertise will enable you to lead sophisticated customer relationships, focusing on adoption, retention, renewals, and expansion, while influencing how Calm Health scales its offerings.

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

• Strategic Account Leadership: Manage and deepen relationships with Calm’s highest-value enterprise clients, aligning wellness solutions with their strategic objectives
• Customer Success Strategy: Develop and execute data-driven engagement plans that drive adoption, customer satisfaction, and retention for large, complex organizations
• Expansion, Renewals & Revenue Growth: 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
• Implementation: 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
• Business Reviews: Conduct executive-level Business Reviews, delivering actionable insights on customer performance metrics, program successes, and areas for improvement
• Data-Driven Engagement: Analyze customer usage data to uncover trends, inform strategic recommendations, and develop initiatives that ensure customers realize the full value of Calm’s offerings
• Customer Advocacy: 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
• Thought Leadership: Provide insights and guidance on workplace wellness trends, best practices, and innovative ways for customers to enhance employee well-being using Calm.
• Cross-Functional Collaboration: Partner with internal teams to align customer feedback with product roadmaps, process improvements, and go-to-market strategies.

Who You Are

• 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)

Nice to Haves

• 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

Minimum Requirements

• 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

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: $118,800 - $170,000 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