[Hiring] Patient Success Manager @Sword

Role Description

As Patient Success Manager you are the first personal point of contact for patients who want to start their back pain digital therapy (DiGA) with Kaia. You guide them through every step from sign-up to their first days in the program, answer their questions and make sure nobody gets lost along the way.

You'll be one of the first members of our German team and will help shape how we support patients - with the right mix of personal contact and smart tools. This is a performance role: a large part of your compensation depends on how many patients you successfully help start their therapy. Your variable pay is almost fully uncapped: the more patients you help start their therapy, the more you earn.

What you’ll be doing

• Own a portfolio of patients who have signed up for Kaia and help them successfully start their therapy.
• Explain in simple, empathetic language how Kaia works and how patients can use it, and address their questions and concerns.
• Stay in contact with patients via phone, email and messaging, and proactively follow up with those who need support.
• Coordinate with doctors' practices and health insurers where needed.
• Keep patient status accurate in our CRM at all times.

Qualifications

• Native-level German (C2).
• 2+ years in a phone-based, target-driven role (e.g., sales, customer/patient success, patient coordination).
• A proven track record of hitting individual targets – and motivation from performance-based pay.
• Empathy and patience with patients who often live with chronic pain and are not digital natives.
• Highly organised; experience working in a CRM (e.g., HubSpot, Salesforce).
• Openness to working with new tools and technology in your daily work.

Requirements

• Demonstrate at least Level 1 AI proficiency.

Benefits

• Total Compensation Range: $33,000 — $95,000 USD.
• Country-specific benefits may vary and will be detailed separately.
• Sword also offers additional benefits beyond total compensation.