Customer Success Manager

Sword Health is shifting healthcare from human-first to AI-first through its AI Care platform, making world-class healthcare available anytime, anywhere. The Customer Success Manager will manage the end-to-end client lifecycle, drive client growth and engagement, and cultivate strategic relationships to enhance the value delivered to customers.

Responsibilities:

• 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

Requirements:

• Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients
• 2+ years of experience within 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