ABOUT THE ROLE

As the Director of Client Success, Employers, you will lead a team of high performing Client Success leaders, and own the employer client portfolio and lifecycle post-implementation through renewal. In this position, you will build the client success playbook to equip the team with best-in-class strategies to ensure each client has a positive experience, and is excited to promote the Calibrate benefit to their employees.  As an early member of the Client Success team, you will be an essential part of creating scalable workflows and developing best practices for managing client relationships. As the ideal candidate, you are energized by creating order in a fast-paced environment to ensure optimal client experiences.

KEY RESPONSIBILITIES

  • Lead a high performing employer-facing client success team, delivering on client satisfaction, engagement, and retention
  • Develop and maintain the client success playbook with best practices on strategically managing account portfolios
  • Foster internal and external stakeholder relationships to lead clients through the client lifecycle journey, securing renewals
  • Guide the client success team on delivering updates and quarterly business reviews to client executives, identifying key trends
  • Partner with internal teams to advise clients on ways to optimize program effectiveness for their membership
  • Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
  • Work with the implementation team to ensure smooth client transitions to operations

BACKGROUND AND EXPERIENCE

  • 7-10 years of experience building high performing client success or account management teams
  • Prior commercial experience managing health / wellness benefits to clients
  • Excellent relationship management, analytical, and presentation skills
  • Demonstrated track record of leading effective, scalable cross functional processes
  • Ability to communicate client feedback to internal stakeholders to inform roadmaps
  • Strong written and verbal communication skills, with an extreme attention to detail
  • Comfort building strong interpersonal relationships with cross functional stakeholders
  • Ability to successfully operate in ambiguity and energized by creating structure
  • Energized by working cross functionally in a fast-paced environment with a bias for action
  • Passionate about innovation in digital health
  • Must be authorized to work in the United States

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 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
  • One Medical membership and Teladoc virtual care
  • Fertility, gynecology, and wellness services through Kindbody
  • Therapy on your time with a free year of Talkspace membership
  • Health advocacy and assistance services through Health Advocate
  • Commuter benefits, ClassPass memberships, and gym memberships for post-pandemic life
  • Remote team with a headquarters in NYC
  • Competitive Paid Parental Leave for parents
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