Senior Customer Success Manager, Enterprise

Official role information

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need - and ultimately get back to lives lived in full. Since 2020, Sword has expanded across Musculoskeletal, Women’s Health, Cardiometabolic, and Mental Health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 1 million members across three continents have completed over 15 million AI sessions, helping 2,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 59 clinical studies, 43 patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare. Role Sword is hiring a Senior Customer Success Manager to own a portfolio of approximately 20 to 30 enterprise employer relationships. You will proactively surface renewal blockers, manage retention and renewals, and help benefits leaders and their advisors connect member access, engagement, outcomes, and financial value to clear decisions. This role is for someone who can move from executive strategy to operating detail. You will diagnose what is blocking customer value, involve the right partners across Sword, and maintain a credible customer plan even when the process or internal owner is unclear. Role details AI Proficiency at Sword Health AI fluency is a core expectation at Sword Health. 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. - Explorer (Level 1) — Uses AI daily to boost personal productivity - Builder (Level 2) — Creates workflows and tools that elevate the whole team - Integrator (Level 3) — Embeds AI into products and processes at scale Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role. What you'll be doing: - 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. What you need to have: - 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 and traveling up to 15%. What we'd love to see: - 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. How success will be measured: In your first year, you will establish proactive renewal and retention plans, surface blockers earlier, expand access to eligible members where access is limiting results, and build executive and consultant relationships that increase confidence in Sword's value. *This range includes base, variable and equity. These compensation bands are just the starting point. Once someone joins and proves they’re outlier talent, we adjust quickly to ensure their compensation aligns with their impact. Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below.…

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