Senior Customer Success Manager, Enterprise

Sword Health is an AI healthcare company developing AI Care to deliver scalable physical and behavioral health treatment. The Senior Customer Success Manager will manage 20 to 30 enterprise employer relationships, leading renewal and retention strategies, diagnosing customer-value blockers, and connecting healthcare outcomes and financial value to executive decisions.

Responsibilities:

• Build proactive account and renewal plans, identify risk early, and focus high-touch engagement where it can materially change the outcome
• Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across a portfolio of consequential enterprise accounts
• Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders, adapting the value story to each decision-maker
• Use 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 the customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement
• Identify cross-functional breakdowns, engage the right partners across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations, and keep the customer informed through resolution

Requirements:

• Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work
• Every hire must demonstrate at least Level 1
• 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 the judgment to navigate competing customer, consultant, and internal priorities
• A 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 a process or owner may not yet be defined, while managing multiple consequential accounts
• 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