Customer Success Manager

Sword Health is transforming healthcare through its AI Care platform, making quality healthcare accessible while reducing costs. The Customer Success Manager will drive client growth and engagement, manage implementation projects, and cultivate strategic relationships to enhance client value and outcomes.

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