Sword Health
Sword Health is the world’s fastest growing virtual MSK care provider, on a mission to free two billion people from pain
Digital Health • medical devices • machine learning • Artificial Intelligence • physical therapy
201 - 500
Senior Customer Success Manager
June 14
🏡 Remote – New York
Sword Health
Sword Health is the world’s fastest growing virtual MSK care provider, on a mission to free two billion people from pain
Digital Health • medical devices • machine learning • Artificial Intelligence • physical therapy
201 - 500
Description
• Manage the end-to-end client lifecycle for a growing list of enterprise customers — drive client implementation, employee engagement, and the demonstration of value. • Define, coordinate, and monitor the implementation project timeline, ensuring all tasks and milestones are completed promptly while serving as the single-point of contact for new clients in the post-sale experience. • Build trusted & strategic relationships with our customers — understand their needs / objectives and drive Sword’s clinical and economic outcomes to exceed them. • Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s) including marketing plans and renewal planning. • Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and annual business reviews • Develop client account plans — estimate total opportunity, define key goals/milestones, and recommend investments needed to succeed. • Advocate for the needs of our customers internally, work with internal teams to solve pain points and deliver high customer satisfaction scores
Requirements
• 5+ years of experience in enterprise-level customer success, implementation, or account management roles strong preference in the digital health or benefits space with implementation experience • Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations/partners. • Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners • Growth mindset and ability to influence via analytical and story-telling skills • Strong communicator with the ability to push back in constructive ways with clients to drive overall success • Excellent presentation skills in both the webinar and live presentation formats, adapting to audience needs to drive engagement • Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing • Experience in Google Sheets, Excel, or other data tools to manage client eligibility and reporting tasks. • Comfortable with small teams and adapting to ambiguous start-up environments • No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable
Benefits
• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service
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