Senior Customer Success Manager

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, General Catalyst, and Khosla Ventures. 

Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

Sword Health is looking for an entrepreneurial individual to join our fast-paced and dynamic Customer Success team. You will work directly with customers and internal teams to onboard, manage, and grow Sword’s expanding portfolio of employer customers. We are seeking Customer Success experts who are comfortable managing a range of accounts, who love building relationships with customers, and who are laser focused on delivering results. The ideal fit will be an organized, detail-oriented, resourceful, and naturally collaborative individual with a passion for delivering better health care to those who need it most.

What You Will Be Doing:

• Manage the end-to-end client lifecycle for a growing list of enterprise customers — drive client implementation, employee engagement, and the demonstration of value.
• Define, coordinate, and monitor the implementation project timeline, ensuring all tasks and milestones are completed promptly while serving as the single-point of contact for new clients in the post-sale experience.
• Build trusted & strategic relationships with our customers — understand their needs / objectives and drive Sword’s clinical and economic outcomes to exceed them.
• Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s) including marketing plans and renewal planning.
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and annual business reviews
• Develop client account plans — estimate total opportunity, define key goals/milestones, and recommend investments needed to succeed.
• Advocate for the needs of our customers internally, work with internal teams to solve pain points and deliver high customer satisfaction scores

What You Will Need:

• Passionate about bringing world-class healthcare to those who need it
• 5+ years of experience in enterprise-level customer success, implementation, or account management roles strong preference  in the digital health or benefits space with implementation experience
• Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations/partners.
• Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners
• Growth mindset and ability to influence via analytical and story-telling skills
• Strong communicator with the ability to push back in constructive ways with clients to drive overall success
• Excellent presentation skills in both the webinar and live presentation formats, adapting to audience needs to drive engagement
• Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
• Experience in Google Sheets, Excel, or other data tools to manage client eligibility and reporting tasks.
• Comfortable with small teams and adapting to ambiguous start-up environments
• No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable