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 love—and 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 world’s 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. SWORD’s 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, we’re 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 SWORD’s 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 SWORD’s clinical and economic outcomes to exceed them.
• Own a strategic area of SWORD’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s)
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove SWORD’s 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