CRM Lead, B2B2C

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🔥 1 minute ago

🇺🇸 United States – Remote

💵 $70k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Sword Health

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Founded 2015

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Sword Health is a digital health company offering an AI Care platform that combines artificial intelligence with licensed clinicians to provide virtual care primarily for musculoskeletal (MSK) pain, women's health, cardiometabolic health, and mental health. Their platform includes AI-driven digital physical therapy for pain (Thrive), women's health program (Bloom), cardiometabolic program (Pulse), mental health support (Mind), and Predict, an AI engine to identify members at high risk for avoidable surgeries. Sword sells to employers, health plans, unions, consultants & brokers, and individuals, focusing on measurable cost savings, surgical avoidance, and improved clinical outcomes. They emphasize security, privacy, and clinical evidence with peer-reviewed studies and validated ROI.

📋 Description

• Define the B2B2C CRM strategy and roadmap with leadership across activation, engagement, and retention • Own CRM execution for utilization-based and strategic accounts by designing, building, QAing, launching, and optimizing custom Braze journeys • Track member utilization and engagement against contractual targets and adjust programs to close gaps • Partner with Client Success and account teams to tailor programs to client populations, goals, and commitments at scale • Build foundational infrastructure for the scaled book, including Canvas architecture, client-level segmentation, and dynamic content frameworks • Own data and segmentation architecture, including custom attributes, events, and organization-level personalization context • Run experimentation through hypotheses, test design, readouts, and roadmap decisions • Pilot new approaches with priority accounts and hand proven plays to the CRM Manager for scaling • Set standards for Canvas architecture, naming conventions, and measurement • Manage, coach, and develop the CRM Manager • Own the performance narrative for senior leadership • Coordinate with Product, Data/Analytics, Legal/Compliance, and D2C CRM teams • Success measured by account utilization and engagement outcomes, roadmap adoption, scalable Braze architecture, successful scaling of proven plays, and direct-report growth and effectiveness

🎯 Requirements

• 7+ years in CRM or lifecycle marketing with deep, hands-on Braze expertise, including Canvas, Liquid, Connected Content, segmentation, and event-driven triggers • Record of defining strategy and personally building and shipping it • Experience managing a small portfolio of performance-linked accounts where CRM outcomes affect contract results • Experience managing or mentoring others, formally or informally • Comfort with SQL and analytics tools such as Snowflake and Amplitude, and ability to turn data into decisions • Strong presence with senior stakeholders and cross-functional influence • Experience with B2B2C, benefits, or health-adjacent products (preferred) • Familiarity with HIPAA and privacy-conscious data practices (preferred) • Demonstrated AI proficiency at least at Explorer (Level 1), using AI daily to boost personal productivity

🏖️ Benefits

• Variable compensation, bonuses, and sales incentives may apply • Private company stock options may apply • Additional benefits beyond total compensation • Country-specific benefits, detailed separately

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