Senior Customer Success Manager, Enterprise

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $136.8k - $215.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sword Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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.

📋 Description

• Own a portfolio of approximately 20 to 30 enterprise employer relationships • Build proactive account and renewal plans and identify renewal risks early • Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across consequential enterprise accounts • Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders • Adapt Sword's value story to different decision-makers • Analyze 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 and improve enrollment, activation, and sustained engagement • Identify cross-functional breakdowns and engage partners across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations • Keep customers informed through issue resolution • 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 where priorities change and processes or owners may not yet be defined • Ability to manage multiple consequential accounts • Willingness to travel up to 15% • Employer health benefits, digital health, benefits navigation, wellbeing, PBM, or closely related experience • Direct work with enrollment, utilization, claims, outcomes, ROI, billing, or member-engagement data • Experience managing complex portfolios through multiple renewal cycles and organizational change • Demonstrate at least Level 1 AI proficiency under Sword Health's AI framework • Legal right to work in the United States; immigration or work visa sponsorship will not be provided

🏖️ Benefits

• 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