Customer Success Manager

3 days ago

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

About the Role:

Sword Health, Inc. is seeking a highly skilled Customer Success Manager to join our fast-paced and dynamic team. As a key member of our Customer Success organization, you will be responsible for driving client growth and engagement, leading implementation projects, and cultivating strategic relationships with our enterprise clients.

Key Responsibilities:

  • Manage the end-to-end client lifecycle for a growing portfolio of enterprise customers, leading implementation, fostering employee engagement, and continually demonstrating and expanding Sword's value.
  • Lead and optimize implementation projects, defining, coordinating, and overseeing project timelines to ensure milestones are met with precision and serving as the primary point of contact for seamless, growth-oriented post-sale experiences for new clients.
  • Cultivate strategic, growth-focused relationships with customers, building and deepening trusted partnerships, fully understanding their goals, and working to surpass clinical and economic outcomes that align with expansion potential.
  • Own and evolve a high-impact area of Sword's Customer Success, shaping strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies.
  • Deliver actionable insights and growth metrics, providing clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword's ongoing impact and uncover further opportunities.
  • Develop and execute growth-oriented account plans, assessing total account potential, establishing clear growth goals and milestones, and recommending strategic investments to maximize client value and expansion.
  • Champion customer needs to support growth, acting as the voice of the customer internally, collaborating with teams to address pain points and deliver solutions that drive high satisfaction and pave the way for renewal and upsell opportunities.

Requirements:

  • Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients.
  • 3+ years of experience in enterprise-level customer success, implementation, or account management roles, with a strong preference for implementation experience and a proven ability to meet or exceed growth targets.
  • Skilled at building and deepening strategic relationships with team members, customer stakeholders, C-level executives, and third-party organizations/partners to drive account expansion and increase customer lifetime value.
  • Strong growth mindset and results orientation, adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts.
  • Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes.
  • Exceptional communicator with the skill to push back constructively to align client expectations and prioritize growth opportunities.
  • Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences.
  • Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables.
  • Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities.
  • Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation.
  • Self-aware and humble, with a relentless drive for improvement, bringing a 'no ego' approach to teamwork and strategic growth.

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