137K–215K USD / year
Senior Customer Success Manager, Enterprise
Customer successWorkplace — unknown
Published on 2026-09-09
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About this role
Own post-implementation relationships and renewal strategy for a portfolio of approximately 20–30 enterprise employer accounts. Use customer and healthcare data to diagnose value and engagement challenges, build executive confidence, and coordinate internal teams to improve retention and outcomes.
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, identify risks early, and focus engagement where it can affect outcomes.
- Own retention strategy, renewal coordination, pricing and contracting coordination, executive relationships, and account risk plans.
- Build relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders.
- Use enrollment, engagement, outcomes, claims, billing, and ROI data to assess account performance and customer value.
- Secure customer permissions for member outreach and improve enrollment, activation, 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 or client relationships after implementation, including renewals, retention, and account recovery.
- Experience using quantitative customer-value data to influence decisions and senior stakeholders.
- Strong executive communication and ability to navigate competing priorities.
- Track record of identifying cross-functional issues and engaging teams to resolve them.
- Comfort managing multiple consequential accounts in a remote, fast-moving environment with evolving processes; able to travel up to 15%.
- Demonstrate at least Level 1 AI proficiency, using AI to support personal productivity.
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 through multiple renewal cycles and organizational change.