Customer Success Manager

Summary

Join Sword Health, a Forbes Best Startup Employer, and contribute to our mission of freeing billions from pain. As a Customer Success Manager, you will manage the client lifecycle for enterprise customers, build strong relationships, monitor performance, and develop account plans. You will work collaboratively with internal teams and advocate for customer needs. This role requires experience in enterprise-level customer success and a passion for healthcare. Sword Health offers a stimulating environment, career development, competitive salary, flexible hours, unlimited vacation, and comprehensive benefits.

Requirements

• Passionate about bringing world-class healthcare to those who need it
• 2+ years of experience in enterprise-level customer success / account management roles, ideally in the digital health or benefits space
• Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations
• 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
• 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

Responsibilities

• Manage the end-to-end client lifecycle for a growing list of enterprise customers — drive onboarding, employee engagement, and the demonstration of value
• Build trusted & strategic relationships with our customers — understand their needs / objectives and drive SWORD’s clinical and economic outcomes to exceed them
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove SWORD’s impact via reporting, regular meetings, and quarterly 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
• Responsible for portfolio expansion growth — actively drive the increase and diversification of Sword's product or service offerings to attain your quarterly quota

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 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