Director, Client Success

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

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
• Manage select, key strategic accounts to ensure delivery excellence and retention
• 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
• Obtain feedback from the client to inform operational enhancements, future offerings, and roadmap
• 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
• Ability to think and operate both strategically and tactically
• 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
  
  

The salary range for this role is $145,000-$170,000.

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.