Remote Senior Customer Success Manager

Summary

Join Sword Health in their mission to free two billion people from pain by working on the end-to-end platform to predict, prevent, and treat pain. As a Customer Success expert, you will manage client implementation, employee engagement, and value demonstration for a growing list of enterprise customers.

Requirements

• Passionate about bringing world-class healthcare to those who need it
• 5+ years of experience in enterprise-level customer success, implementation, or account management roles strong preference  in the digital health or benefits space with implementation experience
• Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations/partners
• Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners
• Growth mindset and ability to influence via analytical and story-telling skills
• Strong communicator with the ability to push back in constructive ways with clients to drive overall success
• Excellent presentation skills in both the webinar and live presentation formats, adapting to audience needs to drive engagement
• Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
• Experience in Google Sheets, Excel, or other data tools to manage client eligibility and reporting tasks
• 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 client implementation, employee engagement, and the demonstration of value
• Define, coordinate, and monitor the implementation project timeline, ensuring all tasks and milestones are completed promptly while serving as the single-point of contact for new clients in the post-sale experience
• Build trusted & strategic relationships with our customers — understand their needs / objectives and drive Sword’s clinical and economic outcomes to exceed them
• Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s) including marketing plans and renewal planning
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and annual 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

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