[Hiring] Senior Customer Success Manager @Sword

Role Description

Sword Health is looking for an entrepreneurial individual to join our fast-paced and dynamic Health Plan Customer Success team. You will work directly with customers and internal teams to onboard, manage, and grow Sword’s expanding portfolio of health plan customers. We are seeking Customer Success leaders who are comfortable managing a range of accounts, who love building relationships with our health plan 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’ll be doing

• Day-to-Day Account Ownership: Lead the end-to-end lifecycle for a high-priority book of health plan business. You aren't just managing accounts; you are the "General Manager" of your portfolio, driving long-term retention, health plan satisfaction, and revenue growth.
• Build trusted & strategic relationships: Understand health plan customers' needs/objectives and drive Sword’s clinical and economic outcomes to exceed them.
• Navigate Complex Payor Landscapes: Masterfully navigate the nuances of various lines of business (ASO, Fully Insured, Medicare, and Medicaid) to ensure Sword’s value proposition resonates with diverse internal payor stakeholders.
• Maximize Partner Value Post-Pull-Through: Serve as the primary lead for the health plan’s employer portfolio, ensuring operational excellence by identifying barriers to sustained enrollment and collaborating with plan partners to streamline the ongoing member experience.
• Champion Clinical & Economic ROI: Act as a consultative partner by translating complex data sets into compelling narratives, proving Sword’s impact through rigorous reporting and high-impact Business Reviews.
• Architect Account Plans: Develop and maintain multi-year account success plans that identify white space for expansion, mitigate churn risks, and align Sword’s roadmap with the customer’s overarching population health goals.
• Internal Collaboration: Partner with Implementation and Marketing teams to ensure seamless launches and aggressive member enrollment targets.
• Payor Growth & Renewals: Own the renewal process and identify organic growth opportunities, working closely with sales to upsell new products or expand into new lines of business.
• Voice of the Payor: Serve as a bridge between the market and the Sword Product team, distilling payor-specific feedback, regulatory requirements, and competitive intelligence into actionable insights to influence our product evolution.
• Operational Excellence: Mentor junior team members and contribute to the "playbook" of the Health Plan team, building the scalable processes necessary for a world-class Customer Success organization.

Qualifications

• Experience with managing national and regional health plans across fully insured, ASO, and Medicare lines of business.
• 5+ years of experience in enterprise-level customer success/account management or roles, ideally in digital health with health plan experience.
• Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations.
• Strong understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.
• Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners.
• Strong growth mindset and ability to influence via analytical and story-telling skills.
• Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing.
• Ability to create structure within an ambiguous environment.
• Passionate about bringing world-class healthcare to those who need it.
• No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable.

Benefits

• Total Compensation Range: $115,588 — $181,638 USD.
• Country-specific benefits may vary and will be detailed separately.

Company Description

Sword is pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment. Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, helping over 700,000 members across three continents complete over 10 million AI sessions.