Senior Customer Success Manager

June 14, 2024

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Sword Health

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Sword Health is a digital health company that combines artificial intelligence with clinical expertise to provide world-class care for muscle, joint, and pelvic health conditions. By offering digital physical therapy and AI-driven care, Sword helps individuals recover from physical ailments from the comfort of their own home, avoiding surgeries and reducing the need for medications. The company provides employers, health plans, and individuals with personalized treatment plans that are cost-effective and have proven outcomes in pain reduction and improved productivity. Sword Health is dedicated to expanding access to high-quality care and ensuring health equity across global communities.

Digital Health • medical devices • machine learning • Artificial Intelligence • physical therapy

201 - 500 employees

Founded 2015

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

🧘 Wellness

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service