Associate Director of Customer Success, Key Accounts

Summary

Join Sword Health, a Forbes Best Startup Employer, as an Associate Director of Customer Success, Key Accounts. You will lead and mentor a team of customer success managers, focusing on our largest and most strategic clients. This pivotal role involves driving customer satisfaction, retention, and revenue growth through strategic account planning and execution. You will collaborate with cross-functional teams and build strong relationships with key stakeholders. Success in this position requires significant experience in customer success and account management within a SaaS environment, along with exceptional leadership and communication skills. Sword Health offers a comprehensive benefits package, including health insurance, paid time off, and a remote-first work environment.

Requirements

• 7+ years of experience in customer success, account management, or a related field, with 3+ years managing large, strategic accounts in a SaaS environment
• Bachelor’s degree in Business Administration, Economics, Finance, or a related field; Master’s degree preferred
• Proven success in leading complex client implementations and driving account expansion
• Experience managing executive-level relationships and delivering strategic value to enterprise customers
• 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
• Serve as the primary executive sponsor and point of escalation for key accounts, driving engagement, satisfaction, and retention
• Develop and maintain deep relationships with key stakeholders within each account, understanding their business goals, challenges, and success metrics
• Create and execute customized account strategies to deliver value and align solutions with client objectives
• Assist your team in developing and executing strategies to improve customer satisfaction, retention, and revenue growth within their portfolios
• 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
• Responsible for achieving and exceeding an annual team growth target
• Identify opportunities for account growth and support the CSMs on creating a strategy to attain growth targets
• Build a pipeline of growth opportunities within the portfolio, with a focus on creating long-term value for both the client and the organization
• 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

Benefits

• 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