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.
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.
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
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.
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%.
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.
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.
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.
Skills Required
- Significant experience personally owning complex enterprise customer or client relationships after implementation, including renewals, retention, and account recovery.
- Experience using quantitative customer-value data to make decisions and influence senior stakeholders.
- Strong executive communication and judgment navigating competing customer, consultant, and internal priorities.
- Record of identifying cross-functional breakdowns and engaging appropriate teams to execute solutions.
- Ability to work in a remote, fast-moving environment with changing priorities and undefined processes or ownership.
- Ability to manage multiple consequential enterprise accounts.
- Ability to travel up to 15%.
- Experience in employer health benefits, digital health, benefits navigation, wellbeing, PBM, or a closely related field.
- Direct experience with enrollment, utilization, claims, outcomes, ROI, billing, or member-engagement data.
- Experience managing complex portfolios through multiple renewal cycles and organizational change.
- At least Explorer-level AI proficiency, including daily use of AI to improve personal productivity.
- Legal right to work in the United States without visa or work-visa sponsorship.
SWORD Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SWORD Health and has not been reviewed or approved by SWORD Health.
-
Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision, with HSA eligibility and optional accident, hospital, and critical-illness coverage. Life and AD&D insurance are also part of the package.
-
Leave & Time Off Breadth — Time off is structured as discretionary (unlimited) PTO alongside paid company holidays. Remote-first work and flexible hours further support taking time when needed.
-
Wellbeing & Lifestyle Benefits — Free access to the company’s digital therapist is provided for employees and their families. This wellness-oriented perk complements core healthcare coverage.
SWORD Health Insights
What We Do
SWORD Health is the world’s fastest growing virtual musculoskeletal (MSK) care provider, on a mission to free two billion people from chronic and post-surgical pain. The company’s clinical-grade virtual therapy platform pairs expert physical therapists with FDA-listed wearable technology to deliver a personalized treatment plan that is more effective, easier and less expensive than traditional physical therapy. SWORD Health believes in the power of people to recover at home, without resorting to imaging, surgeries or opioids. Since launching in 2015, SWORD Health has worked with insurers, health systems and employers in the U.S, Europe and Australia to make quality physical therapy more accessible to everyone.
