Customer Success Manager

Summary

Join Sword Health, a Forbes Best Startup Employer, and contribute to our mission of freeing two billion people from pain. As a Customer Success Manager, you will play a critical role in driving customer satisfaction, retention, and revenue growth within our fast-paced and dynamic team. You will manage the end-to-end client lifecycle for a growing portfolio of enterprise customers, leading implementation projects, cultivating strategic relationships, and delivering impactful results. This role requires a passion for expanding access to quality healthcare and a proven ability to meet or exceed growth targets. You will work closely with customers and internal teams to onboard, manage, and expand Sword’s portfolio of employer customers. Sword Health offers a remarkable mission and value-driven environment, along with competitive compensation and benefits.

Requirements

• Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients
• 3+ years of experience in enterprise-level customer success, implementation, or account management roles with a strong preference for implementation experience and a proven ability to meet or exceed growth targets
• Skilled at building and deepening strategic relationships with team members, customer stakeholders, C-level executives, and third-party organizations/partners to drive account expansion and increase customer lifetime value
• Strong growth mindset and results orientation; adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts
• Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes
• Exceptional communicator with the skill to push back constructively to align client expectations and prioritize growth opportunities
• Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences
• Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables
• Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities
• Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation
• Self-aware and humble, with a relentless drive for improvement; brings a “no ego” approach to teamwork and strategic growth

Responsibilities

• Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of enterprise customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value
• Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients
• Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential
• Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies
• Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities
• Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion
• Champion customer needs to support growth: Act as the voice of the customer internally, collaborating with teams to address pain points and deliver solutions that drive high satisfaction and pave the way for renewal and upsell opportunities

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