Senior Customer Success Manager

Summary

Join Sword Health, a fast-growing, award-winning health tech company, as a Customer Success Manager. You will manage the entire client lifecycle for union customers, building strong relationships and exceeding their expectations. This role requires 5+ years of experience in enterprise-level customer success, ideally in digital health or benefits, with a strong focus on implementation and working with union clients. You will own a strategic area of the Customer Success practice, developing account plans, and advocating for customer needs. Sword Health offers a stimulating, flexible, remote-first work environment with competitive benefits, including comprehensive health insurance, equity shares, PTO, parental leave, and professional development opportunities.

Requirements

• 5+ years of experience in enterprise-level customer success / account management roles, ideally in the digital health or benefits space with implementation experience
• Previous experience working with clients in the Union/Public Labor sector strongly desired
• 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 union customers — drive implementation & onboarding, employee engagement, and the demonstration of value
• 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)
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and quarterly 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

• 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
• 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
• 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 Coursera Learning Platform