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Calibrate is transforming obesity care by combining clinical research, personalized coaching, and lifestyle intervention to deliver lasting weight loss and improved metabolic outcomes. The company operates a value-based model serving both direct-to-consumer and enterprise channels through an app-based platform supporting members across food, sleep, exercise, and emotional wellbeing.
The Senior Customer Success Manager will own strategic relationships with enterprise client partners, serving as a trusted advisor to key decision makers. This role leads strategic account planning and execution, identifies growth and expansion opportunities, and educates clients on maximizing value from Calibrate's programs. You will ensure clients are successful, engaged, and enthusiastic advocates, helping them communicate the value of programs to their employees and dependents. As a key member of the Client Success team, you will bring valuable customer insights back to inform product, service, and development roadmap priorities.
Key responsibilities include:
- Building and strengthening strategic relationships with enterprise client decision makers and key stakeholders, serving as a trusted advisor and partner
- Driving customer satisfaction, engagement, enrollment, and program value across a portfolio of enterprise clients through outcome-focused strategies
- Owning strategic account plans and growth strategies, identifying opportunities to expand partnerships, deepen engagement, and drive long-term client value
- Partnering with clients on a day-to-day basis to address and resolve client and member issues promptly and effectively
- Leading client communications and business reviews, providing timely updates, performance reporting, service level metrics, and actionable insights through effective meetings and compelling quarterly business reviews
- Understanding and anticipating client needs, leveraging cross-functional internal resources to address challenges and opportunities while driving retention, expansion, and customer advocacy
- Translating customer feedback into actionable insights, partnering with internal teams to inform Calibrate's priorities and customer experience
- Developing and sharing best practices that elevate the effectiveness of the Client Success team
Requirements:
- 5+ years of relevant professional experience supporting clients and managing an account portfolio, preferably in healthcare
- Prior commercial experience managing health and wellness benefits to employers
- Expert at communicating and presenting data to tell meaningful, 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 fast-paced environments and ability to successfully operate in ambiguity with a bias for action
- Passion for innovation in digital health
