ABOUT THE ROLEThe Senior Customer Success Manager will own the relationship between Calibrate and our enterprise client partners, serving as a trusted strategic advisor to client decision makers. This role will lead strategic account planning and execution, identify opportunities for growth and expansion, and educate clients on how to maximize the value they receive from Calibrate.
Our goal is to ensure clients are successful, engaged, and enthusiastic advocates for Calibrate, helping them effectively communicate and promote the value of our programs to their employees and dependents. As a key member of the Client Success team, you will also bring valuable customer insights back to the organization to inform our product, service, and development roadmap.
KEY RESPONSIBILITIESAs a primary point of contact and face of Calibrate to our clients, you will be responsible for:
- Build and strengthen strategic relationships with enterprise client decision makers, and other key stakeholders, serving as a trusted advisor and partner.
- Drive customer satisfaction, engagement, enrollment, and program value across a portfolio of enterprise clients by developing thoughtful, outcome focused strategies.
- Own strategic account plans and growth strategies, identifying opportunities to expand partnerships, deepen engagement, and drive long term client value.
- Partner with clients on a day to day basis to address and resolve client and/or member issues promptly and effectively.
- Lead client communications and business reviews, providing timely updates, performance reporting, service level metrics, and actionable insights through effective meetings and compelling quarterly business reviews.
- Understand and anticipate client needs, leveraging cross functional internal resources to address challenges and opportunities while driving retention, expansion, and customer advocacy.
- Translate customer feedback into actionable insights, partnering with internal teams to inform Calibrate's priorities, product development, and customer experience.
- Develop and share best practices that elevate the effectiveness of the Client Success team and strengthen our overall approach to enterprise client management.
QUALIFICATIONS- 5+ years of relevant professional experience supporting clients and managing an account portfolio, preferably in the healthcare space.
- Prior commercial experience managing health and wellness benefits to employers.
- An expert at communicating and presenting data to tell meaningful and actionable stories that result in value recognition and retention.
- Ability to effectively communicate client feedback and sentiment to internal stakeholders.
- Strong written and verbal communication skills, with extreme attention to detail.
- Comfort building strong interpersonal relationships with cross-functional stakeholders.
- Experience in a fast paced environment and the ability to successfully operate in ambiguity with a bias for action.
- Passionate about innovation in digital health.
BENEFITSAt Calibrate, we're committed to putting our team members in control of their health. In 2026, we are proudly offering the following benefits:
- Enjoy a generous paid time off policy, including multiple paid company holidays, wellness days, and floating holidays to support your work-life blend.
- Medical, dental, and vision benefit options to keep you and your family healthy.
- Calibrate-funded disability and basic life insurance, ensuring peace of mind during unforeseen events.
- Access to several wellness programs, including a complimentary Headspace membership, and therapy on your schedule with Headspace Care.
- Employee Assistance Program through Principal to receive counseling on a wide range of topics.
- Remote-first ways of working, with the flexibility to work from any state.
- Competitive paid parental leave program to support new parents.
#LI-REMOTE
The pay range for this role is:
115,000 - 135,000 USD per year (Remote)
