The Customer Success Manager will manage client relationships, drive growth and engagement, oversee implementation projects, and analyze data to optimize account value and expansion opportunities.
Sword Health is shifting healthcare from human-first to AI-first through its AI Care platform, making world-class healthcare available anytime, anywhere, while significantly reducing costs for payers, self-insured employers, national health systems, and other healthcare organizations. Sword began by reinventing pain care with AI at its core, and has since expanded into women’s health, movement health, and more recently mental health. Since 2020, more than 700,000 members across three continents have completed 10 million AI sessions, helping Sword's 1,000+ enterprise clients avoid over $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies and over 44 patents, Sword Health has raised more than $500 million from leading investors, including Khosla Ventures, General Catalyst, Transformation Capital, and Founders Fund. Learn more at www.swordhealth.com.
Sword Health is looking for an entrepreneurial, growth-driven individual to join our fast-paced and dynamic Customer Success team. In this role, you will work closely with partners, customers and internal teams to onboard, manage, and expand Sword’s portfolio of employer customers, playing a critical role in driving customer satisfaction, retention, and revenue growth. We are seeking Customer Success experts who excel at managing and growing diverse accounts, building strategic relationships, and delivering impactful, measurable results. The ideal candidate is organized, detail-oriented, and resourceful, with a natural talent for collaboration and a strong passion for expanding access to quality healthcare for those who need it most.
What you’ll be doing:
- Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of partnership customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value;
- Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients;
- Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential;
- Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies;
- Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities;
- Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion;
- Champion customer needs to support growth: Act as the voice of the customer internally, collaborating with teams to address pain points and deliver solutions that drive high satisfaction and pave the way for renewal and upsell opportunities.
What you need to have:
- Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients;
- 5+ years of experience with in enterprise-level customer success, implementation, or account management roles with a strong preference for implementation experience and a proven ability to meet or exceed growth targets;
- Skilled at building and deepening strategic relationships with partners, team members, customer stakeholders to drive account expansion and increase customer lifetime value;
- Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities;
- Strong growth mindset and results orientation; adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts;
- Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes;
- Exceptional communicator with the skill to push back constructively to align client expectations and manage complex technical integrations;
- Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences;
- Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables;
- Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation;
- Self-aware and humble, with a relentless drive for improvement; brings a “no ego” approach to teamwork and strategic growth.
US - Sword Benefits & Perks:
• 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
*Eligibility: Full-time employees regularly working 25+ hours per week
Note: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.
SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.
Top Skills
Data Analysis Tools
Excel
Google Sheets
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