Senior Commercial Analyst

Summary

Join Sword Health, a Forbes Best Startup Employer, and contribute to our mission of freeing billions from pain. As a Senior Commercial Analyst, you will play a critical role in our Commercial Operations function, supporting our continued expansion and operational excellence. You will be responsible for driving efficiency across sales processes, delivering actionable sales reporting, and leading strategic initiatives. This role involves collaborating with cross-functional teams and leveraging data analysis to improve customer retention and lifetime value. Sword Health offers a stimulating, fast-paced environment with opportunities for career development and growth, along with competitive benefits and a flexible work policy.

Requirements

• Bachelor’s degree in Engineering, Business, Finance, or a related field
• 3-5 years of experience in strategy consulting, finance, corporate strategy, or in a high-growth startup environment
• Exceptional analytical skills with the ability to interpret complex data and provide actionable insights
• Experience in managing multiple projects simultaneously in a fast-paced, dynamic environment
• Strong organizational skills, with the ability to structure and manage data for efficient decision-making
• Capable of building and sustaining strong and recurrent relationships with cross-functional partners and stakeholders
• Strong communication and presentation skills, with the ability to convey complex information to various stakeholders
• High proficiency in spoken and written English

Responsibilities

• Develop and maintain comprehensive customer success reports and dashboards to provide insights into customer health, engagement, adoption, retention, and key metrics like churn rate, customer lifetime value (CLTV), and Net Promoter Score (NPS)
• Support customer success forecasting, budget, and planning activities by providing accurate data analysis and insights. Collaborate with customer success leadership to develop targets and benchmarks for customer retention, expansion, and advocacy
• Support Customer Success Managers (CSMs) by providing actionable insights into customer portfolio performance, identifying at-risk accounts, and tracking key performance indicators (KPIs) related to customer health and success
• Work closely with product, engineering, marketing, finance, and sales teams to ensure alignment and support for strategic customer success initiatives. Provide insights and recommendations based on complex data analysis related to customer behavior and trends
• Lead and participate in strategic projects and initiatives aimed at improving customer retention, increasing customer lifetime value, and scaling customer success operations. This could include developing new onboarding processes, implementing customer health scoring models, or optimizing renewal processes
• Act as a product owner of the customer success platform (e.g., Gainsight, ChurnZero). Ensure data integrity, optimal user journeys for CSMs, and implement enhancements to support efficient customer management and success tracking
• Assist in implementing and managing systems and tools that enhance customer success operations and enable CSM effectiveness: This could include CRM integrations, customer communication platforms, survey tools, and knowledge bases
• Collaborate with customer success and account management teams to identify bottlenecks and opportunities for improvement in customer-facing processes: This could include onboarding, training, support, and renewal processes
• Contribute to the development of strategies that drive customer retention, expansion, and advocacy: This could involve analyzing customer feedback, identifying upsell/cross-sell opportunities, and developing programs to encourage customer referrals and testimonials

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 stimulating environment with room for creativity
• 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
• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to our Learning Platform