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Senior Customer Success Manager

2 months ago

Chicago, Illinois, United States SWORD Health Full time
About SWORD Health

SWORD Health is a pioneering healthcare technology company on a mission to revolutionize the way pain is managed. Our cutting-edge platform is designed to predict, prevent, and treat pain, with a focus on delivering exceptional clinical and economic outcomes for our clients.

Job Summary

We are seeking an experienced Senior Customer Success Manager to join our fast-paced and dynamic Customer Success team. As a key member of our team, you will be responsible for managing the end-to-end client lifecycle, driving client implementation, employee engagement, and demonstrating value to our expanding portfolio of employer customers.

Key Responsibilities
  • Manage the client lifecycle, including onboarding, implementation, and ongoing support to ensure seamless delivery of our platform.
  • Develop and maintain strong relationships with our customers, understanding their needs and objectives, and driving Sword's clinical and economic outcomes to exceed their expectations.
  • Own a strategic area of our Customer Success practice, defining our strategy and iterating our team's playbook, including marketing plans and renewal planning.
  • Monitor performance and deliver quantifiable and qualitative insights to customers, proving Sword's impact through reporting, regular meetings, and annual business reviews.
  • Develop client account plans, estimating total opportunity, defining key goals and milestones, and recommending investments needed to succeed.
  • Advocate for the needs of our customers internally, working with internal teams to solve pain points and deliver high customer satisfaction scores.
Requirements
  • 5+ years of experience in enterprise-level customer success, implementation, or account management roles, with a strong preference in the digital health or benefits space.
  • Experience building relationships with team members, customer stakeholders, C-level executives, and third-party organizations/partners.
  • Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners.
  • Growth mindset and ability to influence via analytical and storytelling skills.
  • Strong communicator with the ability to push back in constructive ways with clients to drive overall success.
  • Excellent presentation skills in both webinar and live presentation formats, adapting to audience needs to drive engagement.
  • Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing.
  • Experience in Google Sheets, Excel, or other data tools to manage client eligibility and reporting tasks.
  • Comfortable with small teams and adapting to ambiguous start-up environments.
  • No ego, highly collaborative, goal-oriented, and confident; comfortable working in ambiguity and generally being adaptable.
Benefits

We offer a comprehensive benefits package, including:

  • Comprehensive health, dental, and vision insurance.
  • 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.