Senior Enterprise Customer Success Manager
OUR MISSION
Calibrate is on a mission to change the way the world treats weight. We’re defining a new category in metabolic health that mirrors what the research shows—that weight reflects our biology, not our willpower. Our program was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable.
Obesity is America’s underlying pandemic and largest category of chronic disease, and Calibrate is closing the gap in care for 175mm adults in a $600bn market where we spend millions of dollars each year and do not lose millions of pounds.
To bring Calibrate to everyone who needs it, we’re building the first value-based model in obesity treatment, aligning incentives for patients, providers, payors, and pharmaceutical companies. We’ve built a suite of products that combine medication with our proprietary intensive lifestyle intervention to deliver results that last.Calibrate launched in 2020 direct-to-consumer and has since expanded into enterprise channels to increase access to effective obesity treatment.
Calibrate’s programs bring decades of clinical research directly to consumers, immersing members in a biweekly 1:1 coaching program and curriculum that educates and encourages them to build enduring healthy habits across the four areas essential to lasting metabolic health: food, sleep, exercise, and emotional health. A purpose-built app enables daily tracking of food, energy levels, weight, and bi-weekly goals and helps members interact with their Coaching and Medical teams, while a members’ group and events calendar create additional opportunities to engage with the Calibrate community.
ABOUT THE ROLE
We are growing fast and are looking for an experienced Customer Success Manager to nurture and grow a portfolio of customers while shaping our customer success strategy.
The Senior Customer Success Manager will be responsible for the relationship between Calibrate and our enterprise client partners. This role will involve strategic account planning and execution, identifying growth opportunities through influence, and educating the client on maximizing the value they receive from Calibrate. Our goal is to ensure clients are enthusiastic about sharing the benefits of Calibrate with their employees and dependents. As an early member of the Client Success team, you will play a crucial role in providing client feedback that will guide our planning and development roadmap.
KEY RESPONSIBILITIES
- Foster and manage strong, strategic, long-term client relationships with client decision-makers and benefit brokers.
- Thoughtfully drive customer satisfaction, enrollments, and program value with our partnership and enterprise clients.
- Assisted in developing a more robust account strategy by creating strategic plans and growth strategies.
- Provide important client updates, report performance metrics, and service level agreements, conduct effective meetings, and lead compelling quarterly business reviews.
- Identify underlying customer needs and leverage company resources to meet those needs, ensuring client retention, expansion, and advocacy for the enterprise portfolio.
- Contribute to the development and sharing of best practices that strengthen the Calibrate Customer Success team.
BACKGROUND AND EXPERIENCE
- 5+ years of relevant professional experience supporting clients and managing an account portfolio.
- 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 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 startup environment and the ability to successfully operate in ambiguity with a bias for action.
- Passionate about innovation in digital health.
BENEFITS
At Calibrate, we’re committed to our vision of putting our members and our teammates in control of their health. Some of our benefits for 2024 include:
- Competitive salary with opportunity for equity in an early stage, high growth business
- Generous paid time off, including an all-company holiday over Thanksgiving week
- Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
- Calibrate-paid disability and basic life insurance to give you peace of mind during unforeseen events
- Therapy on your time with free access to Headspace and HeadspaceCare
- An employee assistance program through Guardian to provide counseling across a range of personal topics
- Remote-first team
- Competitive Paid Parental Leave for parents
OUR VALUES
We’re in it together: We have an audacious mission, and we’re building a lot of things for the first time — from the first DTC pharma business within the healthcare ecosystem to the data infrastructure for providing real-world evidence in the largest category of chronic disease. It takes superpowers to build something simple and intuitive within the complex healthcare market, so we identify and work as a team from our individual points of strength. Not everyone has to be good at everything, but we know that when we harness what we’re each great at, we’re unstoppable.
Small wins create big wins: We ground every experience in optimism, recognizing and celebrating successes along the way. We break projects down into smaller components. And we focus on where we have momentum. We always plan for larger goals with the knowledge that our plans will evolve as we achieve smaller milestones.
You’re in control: We don’t let location stand in the way of the best talent — and from coaches to engineers, we are a remote-first team. Our business is multi-faceted, so each Calibrater is hired to be an expert in their piece of it — in control of their own initiatives, in control of their own impact, and in control of driving their own (real) results.
Real results matter: We’re obsessed with outcomes because when our members win, we win, and the data proves that we’ve built the best metabolic health program on the market. We’re purposeful, optimistic, and relentlessly confident that we can solve the biggest medical issue of the 21st century.
Calibrate is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of changing the way the world treats weight, we are building an environment where every Calibrater can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.
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Calibrate
At Calibrate, we forge true partnerships built on integrity and understanding. We make the following pledge to you: We will listen. Every engagement begins with a thorough understanding of your objectives and culture. We take the time to hear wha...
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