Enterprise Senior Customer Success Manager

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, San Francisco Bay Area, Los Angeles, 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 Leader