About the Role
Customer Success Manager
Remote
Commercial Customer Success & Implementation / Full Time / Remote
Sword Health is on a mission to free two billion people from pain as the worlds first and only end-to-end platform to predict, prevent and treat pain.
Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, General Catalyst, and Khosla Ventures.
Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but weve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and were looking for individuals with passion, commitment, and energy to help us scale our impact.
Joining Sword Health means committing to a set of core values, chief amongst them to do it for the patients every day, and to always deliver more than expected on behalf of our members and clients.
This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people accessible to all.
WHO WE ARE
Each year, 2 billion people across the world are limited by physical pain. By helping people live without pain, they are free to do the things they love most with the people they loveand never miss a moment. This is what we do. We create and design new technologies to solve one of the biggest problems in healthcare: taking care of our Physical Health.SWORD Health (SWORD) is the worlds fastest growing digital musculoskeletal (MSK) care provider on a bold mission to free two billion people from acute, chronic, and post-surgical physical pain . Our customers include some of the most progressive Fortune 100 and 500 companies, as well as over 160+ other established businesses across the world.
The SWORD program allows members to complete a personalized physical therapy program from the comfort of home, with continued support and supervision from one of our talented SWORD specialists. SWORDs personalized care is more effective than traditional standards of care, and has proven to deliver best-in-class clinical results. Since breaking into the market less than two years ago , SWORD has worked with insurers, health systems, and employers in the U.S., Canada, Europe, and Australia to make high quality musculoskeletal care accessible to everyone.
This is an opportunity to join SWORD during a time of hyper growth and expansion. After our recent $2bn valuation, were excited to continue accelerating our impact by scaling with high caliber people with passion, commitment and energy to create and deliver technologies, services and products that drive human progress forward.
We welcome you to join our mission, to make a difference on a grand scale and play a pivotal role with a global team at SWORD working alongside great people pioneering novel products and cutting edge technologies.
SWORD Health is looking for an entrepreneurial individual to join our fast-paced and dynamic Customer Success team. You will work directly with customers and internal teams to onboard, manage, and grow SWORDs expanding portfolio of employer and health plan customers. We are seeking Customer Success leaders who are comfortable managing a range of accounts, who love building relationships with customers, and who are laser focused on delivering results. The ideal fit will be an organized, detail-oriented, resourceful, and naturally collaborative individual with a passion for delivering better health care to those who need it most.
What You’ll Do:
- Manage the end-to-end client lifecycle for a growing list of enterprise customers drive onboarding, employee engagement, and the demonstration of value.
- Build trusted & strategic relationships with our customers understand their needs / objectives and drive SWORDs clinical and economic outcomes to exceed them.
- Own a strategic area of SWORDs Customer Success practice, defining our strategy and constantly iterating the teams playbook(s)
- Monitor performance and deliver quantifiable & qualitative insights to customers prove SWORDs impact via reporting, regular meetings, and quarterly 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
What you need to have:
- Passionate about bringing world-class healthcare to those who need it
- 2+ years of experience in enterprise-level customer success / account management roles, ideally 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
- Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners.
- Strong growth mindset and ability to influence via analytical and story-telling skills
- Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
- 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