Remote Senior Customer Success Manager, Health Plans

Summary

Join Sword Health, a mission-driven company that uses technology to predict, prevent, and treat pain, as an entrepreneurial individual to join our fast-paced and dynamic Customer Success team. You will work directly with customers and internal teams to onboard, manage, and grow Sword’s expanding portfolio of health plan customers.

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 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

• Comprehensive health, dental and vision insurance*
• 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