Senior Customer Success Manager, Enterprise

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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Sword Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

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

• Own a portfolio of approximately 20–30 enterprise employer relationships • Proactively surface renewal blockers and manage retention and renewals • Help benefits leaders and advisors connect member access, engagement, outcomes, and financial value to clear decisions • Build proactive account and renewal plans and identify risk early • Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans • Build multithreaded relationships with benefits, consulting, finance, clinical, procurement, and operational stakeholders • Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance • Understand how file specifications and data-flow issues affect customer confidence and results • Secure customer access and communication permissions to reach eligible members • Identify cross-functional breakdowns and coordinate with Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations • Keep customers informed through resolution • In the first year, establish proactive renewal and retention plans, surface blockers earlier, expand member access, and build executive and consultant relationships that increase confidence in Sword’s value

🎯 Requirements

• Significant experience personally owning complex enterprise customer or client relationships after implementation, including renewals, retention, and account recovery • Evidence of using quantitative customer-value data to make decisions and influence senior stakeholders • Strong executive communication and judgment to navigate competing customer, consultant, and internal priorities • Record of identifying cross-functional breakdowns and engaging the right teams to execute a solution • Comfort operating in a remote, fast-moving environment with changing priorities and undefined processes or ownership • Ability to manage multiple consequential accounts • Willingness to travel up to 15% • AI proficiency at least at Explorer (Level 1), using AI daily to boost personal productivity • Employer health benefits, digital health, benefits navigation, wellbeing, PBM, or closely related experience (preferred) • Direct work with enrollment, utilization, claims, outcomes, ROI, billing, or member-engagement data (preferred) • Experience managing complex portfolios through multiple renewal cycles and organizational change (preferred)

🏖️ Benefits

• Variable, bonus, or sales incentives may be included in total compensation • Private company stock options may be included where applicable • Additional benefits beyond total compensation • Country-specific benefits, detailed separately

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