Senior Customer Success Manager
SWORD Health
Job highlights
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
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