Customer Success Manager

About this role

Own a portfolio of 20–30 large enterprise employer accounts, leading retention, renewals, and account recovery. Use customer, engagement, outcomes, and financial data to identify blockers and demonstrate Sword’s value to benefits leaders and other stakeholders.

About the company

Sword Health is a digital musculoskeletal care company that helps employers and health plans deliver AI-powered physical therapy and related care programs.

What you'll do

• Create proactive account and renewal plans and identify retention risks early
• Own retention strategy, renewal coordination, pricing and contracting coordination, and executive relationships
• Build relationships with benefits, consultant, finance, clinical, procurement, and operational stakeholders
• Analyze eligibility, enrollment, engagement, outcomes, claims, billing, and ROI data to assess account performance
• Secure customer access and communication permissions to improve member enrollment and engagement
• Coordinate cross-functional teams to resolve customer issues and keep customers informed

What we're looking for

• Significant experience owning complex enterprise customer relationships after implementation, including renewals and retention
• Use quantitative customer-value data to influence senior stakeholders
• Strong executive communication and ability to navigate competing priorities
• Experience identifying cross-functional issues and coordinating solutions
• Comfort managing multiple accounts in a fast-moving remote environment and traveling up to 15%
• Demonstrate at least Level 1 AI proficiency

Nice to have

• Experience in employer health benefits, digital health, benefits navigation, wellbeing, PBM, or a related field
• Experience with enrollment, utilization, claims, outcomes, ROI, billing, or member-engagement data
• Experience managing complex portfolios across multiple renewal cycles and organizational change