Senior Customer Success Manager

Rippling, Inc.; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Remote-friendly

Generous PTO & holidays

Medical, dental, and vision

Disability & life insurance

Headspace membership

Headspace Care therapy

EAP with Principal

Parental leave

Job summary

Calibrate is seeking a Senior Customer Success Manager to own relationships with enterprise client partners, acting as a trusted strategic advisor to client decision makers and driving growth and retention across the portfolio.

You will lead strategic account plans, coach clients on maximizing program value, and educate stakeholders on outcomes. Collaborate with product, services, and sales to translate feedback into roadmap improvements and advocacy.

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.

Responsibilities

• 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.

Skills

Client relationship management

Data storytelling

Cross-functional collaboration

Healthcare industry knowledge

Communication skills

Job description

Calibrate is on a mission to change the way the world treats weight by redefining obesity care as a matter of biology, not willpower. Designed by world leaders in metabolic health, our program combines clinical research, personalized coaching, and lifestyle intervention to deliver lasting weight loss and improved metabolic outcomes. With obesity as America’s largest chronic condition, impacting 175mm adults in a $600B market, we’re closing the care gap by offering the first value-based model in obesity treatment.

Since launching Direct-to-Consumer in 2020, we’ve expanded into Enterprise channels to improve access, and our app-based experience supports members with coaching, tailored education, daily tracking, and community engagement across the four pillars of metabolic health: food, sleep, exercise, and emotional wellbeing.

ABOUT THE ROLE

The 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 RESPONSIBILITIES

As 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.

BENEFITS

At 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 a 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.

OUR VALUES

Members First. Always.

Every decision starts with one question - Will this improve the health and the experience of the people we serve?

Outcomes That Matter.

We measure success through sustained weight loss and meaningful improvements in cardiometabolic health.

Integrated Care Wins.

Obesity care requires more than medication alone. We combine clinical care, behavior change, and technology into one coordinated care model.

Relentless Improvement.

We continuously learn from outcomes, data, and our experience to refine our care model and raise the standard of obesity treatment.

Great Partners.

We strive to be easy to work with and trusted by patients, employers, clinicians, partners, and our fellow Calibraters.

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.