Associate Director of Customer Success

Summary

Join Sword Health, a Forbes Best Startup Employer, as an Associate Director of Customer Success! Lead and scale customer success initiatives for clients with 5,000 lives or fewer. Drive client satisfaction, ensure seamless implementations, and uncover upsell opportunities. Develop scalable, automated processes to optimize client engagement. Mentor a team of customer success managers, fostering a culture of collaboration and continuous improvement. Contribute to the vision and strategy for enhancing client satisfaction and fostering long-term partnerships. This role offers significant impact on a massive scale within a fast-growing, mission-driven company.

Requirements

• Bachelor’s degree in Business Administration, Economics, Finance, or a related field
• Minimum of 5 years in a leadership role within Customer Success or a related field, with a proven track record of strategic planning, implementation management, and portfolio growth
• Exceptional leadership and team management abilities
• Strong operational and strategic planning skills with a focus on execution
• Excellent communication, negotiation, and relationship-building skills
• Proficiency in data-driven decision-making and customer success technology (e.g., Looker, Salesforce)

Responsibilities

• Lead, mentor, and develop a team of customer success managers, fostering a culture of accountability, collaboration, and continuous improvement
• Establish clear team objectives and KPIs aligned with customer success goals and company priorities
• Provide coaching and career development opportunities to drive individual and team performance
• Develop and execute strategies to improve customer satisfaction, retention, revenue growth and advocacy for clients with up to 5,000 lives
• Partner closely with cross-functional teams, including Sales, Product, and Marketing, to ensure seamless onboarding and value realization
• Act as an escalation point to address complex client challenges, demonstrating a proactive and solution-oriented approach
• Support your customer success managers who own the end-to-end client implementation process, ensuring seamless onboarding experiences that set the foundation for long-term success
• Design and implement processes, tools, and frameworks to deliver scalable and automated customer success services
• Leverage data and analytics to monitor client health, forecast churn risk, and identify opportunities for deeper engagement
• Develop self-service resources, training materials, and digital tools to enhance the client experience and improve operational efficiency
• Collaborate with the Sr. Director of Customer Success to define and execute the department's strategic goals
• Monitor team performance and operational effectiveness, continuously identifying areas for improvement

Preferred Qualifications

• Experience in the healthcare or technology sectors
• Familiarity with Saas, digital health solutions and services
• Demonstrated ability to drive customer success initiatives and improve customer satisfaction metrics
• Master’s degree

Benefits

• A stimulating, fast-paced environment with lots of room for creativity
• A bright future at a promising high-tech startup company
• Career development and growth, with a competitive salary
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare
• A stimulating environment with room for creativity
• A flexible environment where you can control your hours (remotely) with unlimited vacation
• Access to our health and well-being program (digital therapist sessions)
• Remote or Hybrid work policy
• Comprehensive health, dental and vision insurance
• Life and AD&D Insurance
• Financial advisory services
• Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)
• Health Savings Account
• Equity shares
• Discretionary PTO plan
• Parental leave
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family