Senior Customer Success Manager, Unions

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to save millions for our 25,000 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, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2024, 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 we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re 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 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

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 be doing:

• Manage the end-to-end client lifecycle for a growing list of union customers — drive implementation & 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:

• 5+ years of experience in enterprise-level customer success / account management roles, ideally in the digital health or benefits space with implementation experience;
• Previous experience working with clients in the Union/Public Labor sector strongly desired;
• 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;
• Passionate about bringing world-class healthcare to those who need it;
• No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable.

To ensure you feel good solving a big Human problem, we offer:

• A stimulating, fast-paced environment with lots of room for creativity;
• A bright future at a promising high-tech startup company;
• Career development and growth, with a competitive salary;
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
• A stimulating environment with room for creativity;
• A flexible environment where you can control your hours (remotely) with unlimited vacation;
• Access to our health and well-being program (digital therapist sessions);
• Remote or Hybrid work policy.

US - Sword Benefits & Perks:

• Comprehensive health, dental and vision insurance*

• Life and AD&D Insurance*

• Financial advisory services*

• Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)*

• Health Savings Account*

• Equity shares*

• Discretionary PTO plan*

• Parental leave*

• 401(k)

• Flexible working hours

• Remote-first company

• Paid company holidays

• Free digital therapist for you and your family

*Eligibility: Full-time employees regularly working 25+ hours per week

Note: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.

SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.