Senior Customer Success Manager

2 weeks 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 pain management. With a strong focus on innovation and customer satisfaction, we're seeking a highly skilled Customer Success Manager to join our dynamic team.

Job Summary

We're looking for a seasoned Customer Success Manager to drive the growth and success of our enterprise customers. As a key member of our Customer Success team, you'll be responsible for managing the end-to-end client lifecycle, building strategic relationships, and delivering exceptional results.

Key Responsibilities
  • Manage the implementation project timeline, ensuring timely completion of tasks and milestones.
  • Build trusted relationships with customers, understanding their needs and driving Sword's clinical and economic outcomes.
  • Own a strategic area of Sword's Customer Success practice, defining our strategy and iterating the team's playbook.
  • Monitor performance and deliver quantifiable insights to customers, proving Sword's impact through reporting and regular meetings.
  • Develop client account plans, estimating total opportunity and defining key goals and milestones.
  • Advocate for customer needs 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, preferably in the digital health or benefits space.
  • Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice.
  • Growth mindset and ability to influence via analytical and storytelling skills.
  • Excellent communication and presentation skills, with the ability to adapt to audience needs.
  • Strong project management skills, with the ability to manage multiple customers and projects simultaneously.
  • Experience with data tools, such as Google Sheets or Excel, to manage client eligibility and reporting tasks.
What We Offer

At SWORD Health, we offer a comprehensive benefits package, including health, dental, and vision insurance, equity shares, discretionary PTO, parental leave, and a 401(k) plan. We're a remote-first company, offering flexible working hours and a work-from-home policy. We also provide unlimited vacation, snacks, and beverages, as well as English classes and unlimited access to the Coursera Learning Platform.

We're an equal opportunities employer, committed to diversity and inclusion. If you're passionate about bringing world-class healthcare to those who need it, we'd love to hear from you.

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