Director of Customer Success

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Sword Health

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2015

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A Sword Health é uma empresa de saúde digital que combina inteligência artificial (IA) com expertise clínica para oferecer cuidados de padrão mundial para condições de saúde musculares, articulares e pélvicas. Ao oferecer fisioterapia digital e cuidados orientados por IA, a Sword ajuda as pessoas a se recuperarem de problemas físicos no conforto de casa, evitando cirurgias e reduzindo a necessidade de medicamentos. A empresa oferece a empregadores, planos de saúde e indivíduos planos de tratamento personalizados, com ótima relação custo-benefício e resultados comprovados em redução da dor e melhoria da produtividade. A Sword Health é dedicada a ampliar o acesso a cuidados de alta qualidade e a promover equidade em saúde em comunidades ao redor do mundo.

Descrição

• Lead the end-to-end customer lifecycle for a portfolio of enterprise clients, with clear ownership of retention, adoption, time-to-value, and expansion readiness. • Build and maintain trusted, executive-level relationships with customer stakeholders, including C-suite leaders, benefits teams, and external partners. • Own and evolve Sword’s enterprise customer success motion, including implementation best practices, engagement strategies, QBR frameworks, and success metrics. • Manage and mentor a team of Customer Success Managers, providing coaching, performance feedback, and career development support. • Partner closely with Sales to ensure seamless handoffs, account planning, renewals, and expansion opportunities. • Provide executive oversight and orchestration for complex customer implementations, partnering closely with Implementation leadership to ensure on-time, on-value delivery. • Deliver quantifiable and qualitative insights to customers through reporting, regular business reviews, and strategic recommendations. • Develop and oversee client account plans, including opportunity sizing, success milestones, and investment recommendations. • Advocate for customer needs internally, influencing Product, Clinical, and Operations teams to address pain points and improve customer outcomes. • Own strategic initiatives within the Customer Success organization, continuously refining playbooks, processes, and tooling as the business scales. • Own and report on key Customer Success metrics including gross retention, net revenue retention, engagement, adoption, and expansion pipeline influenced.

🎯 Requisitos

• 8+ years of experience in enterprise customer success, account management, or related roles, with demonstrated progression into leadership. • Experience managing and developing high-performing Customer Success teams. • Strong background working with enterprise customers, ideally within digital health, healthcare technology, SaaS, or the benefits ecosystem. • Experience supporting Fortune 1000 or similarly complex, multi-stakeholder enterprise customers, ideally across multi-year contracts and multi-geo deployments. • Proven ability to influence executive stakeholders and navigate complex, multi-threaded customer relationships. • Exceptional communication, storytelling, and analytical skills, with the ability to translate data into strategic insights. • Strong program and project management capabilities, with experience managing multiple customers and initiatives simultaneously. • Comfort operating in fast-paced, ambiguous, high-growth environments.

🏖️ Benefícios

• Comprehensive health, dental and vision insurance* • Life and AD&D Insurance* • Financial advisory services* • Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)* • Health Savings Account* • 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