116K–182K USD / year
Senior Customer Success Manager, Health Plans
Customer successWorkplace — unknown
Published on 2026-10-28
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About this role
Own Sword Health’s health plan customer portfolio, leading account strategy, retention, renewals, and growth. Partner with health plans to improve member enrollment and experience, and demonstrate clinical and economic outcomes through data and business reviews.
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.
The team
Health Plan Customer Success team
What you'll do
- Manage the end-to-end lifecycle of a high-priority health plan portfolio, driving satisfaction, retention, and revenue growth.
- Build strategic relationships with health plan stakeholders and align Sword’s outcomes with their goals.
- Support health plan employer portfolios by addressing enrollment barriers and improving the member experience.
- Report on clinical and economic ROI through data analysis and business reviews.
- Develop multi-year account plans to identify expansion opportunities and mitigate churn risks.
- Lead renewals and collaborate with Sales on upsells and expansion into new lines of business.
- Share payor feedback, regulatory requirements, and competitive intelligence with Product.
- Mentor junior team members and help develop scalable Customer Success processes.
What we're looking for
- 5+ years of enterprise Customer Success or account management experience, ideally in digital health and health plans.
- Experience managing national and regional health plans across fully insured, ASO, and Medicare lines of business.
- Strong relationships with customer stakeholders, executives, team members, and third parties.
- Understanding of payor economics, including medical loss ratios and value-based care models.
- Strong project management, analytical storytelling, and process improvement skills.
- Ability to manage multiple accounts and projects, create structure in ambiguity, and collaborate adaptably.
- Passion for improving access to healthcare.
- Demonstrate at least Level 1 AI proficiency, with examples of using AI in work.