Health Plan & TPA Senior 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 health plan customers, building relationships and driving value. This role requires experience in enterprise-level customer success and managing health plans. You will work with internal teams, develop account plans, and monitor performance. Sword Health offers a fast-paced, flexible environment with competitive benefits, including remote work options, unlimited vacation, and a comprehensive health and wellness program.

Requirements

• Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid 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 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
• 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

Responsibilities

• Manage the end-to-end client lifecycle for a growing list of health plan and TPA customers within an assigned book of business— drive onboarding, engagement, and the demonstration of value
• Understand the operational model to consume and support multiple employers under the health plan partnership
• Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them
• Partner with the Implementation team during handoff from Sales to Customer Success, establish a working cadence with partners, highlight dependencies, align marketing plans, etc
• Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s)
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and quarterly business reviews
• Develop payor account plans — estimate total opportunity, define key goals/milestones, and recommend areas to focus in order to succeed
• Advocate for the needs of our customers internally, work with internal teams to solve pain points, and deliver high customer satisfaction scores

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