Director of Customer Success

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Sword Health

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2015

⚕️ Assurance santé

🤖 Intelligence artificielle

🧘 Bien-être

Healthcare Insurance • Artificial Intelligence • Wellness

Sword Health est une entreprise de santé numérique qui combine l'intelligence artificielle et l'expertise clinique pour fournir des soins de classe mondiale pour les affections musculo-squelettiques, articulaires et pelviennes. En proposant de la physiothérapie numérique et des soins pilotés par l'IA, Sword aide les individus à se remettre de leurs maladies physiques depuis le confort de leur domicile, évitant ainsi les chirurgies et réduisant le besoin de médicaments. L'entreprise fournit aux employeurs, aux régimes de santé, et aux particuliers des plans de traitement personnalisés qui sont rentables et ont prouvé leur efficacité en matière de réduction de la douleur et d'amélioration de la productivité. Sword Health s'engage à élargir l'accès à des soins de haute qualité et à assurer l'équité en matière de santé dans les communautés mondiales.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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