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Sword Health is seeking a Senior Customer Success Manager for Enterprise to drive adoption, retention, and expansion of its AI-powered healthcare platform. In this role, you will own the end-to-end customer success strategy for enterprise clients, ensuring they achieve their clinical and business outcomes through Sword's AI Care platform.
You will serve as the primary strategic partner for high-value enterprise accounts, managing relationships with C-suite and clinical leadership. Responsibilities include developing and executing customer success plans, identifying expansion opportunities within existing accounts, conducting regular business reviews, and ensuring clients realize ROI from their investment in Sword's platform.
Key accountabilities:
- Manage a portfolio of enterprise accounts, driving adoption of Sword's AI-native care programs across Musculoskeletal, Women's Health, Cardiometabolic, and Mental Health
- Partner with Sales to identify and execute upsell and cross-sell opportunities
- Serve as the voice of the customer internally, providing feedback to Product and Clinical teams
- Develop and present quarterly business reviews demonstrating clinical outcomes and cost savings
- Build and maintain strong relationships with key stakeholders including medical directors, benefits managers, and HR leaders
- Proactively identify at-risk accounts and develop retention strategies
- Collaborate with Implementation and Clinical teams to ensure successful onboarding and optimization
You should have 5+ years of customer success experience in healthcare, SaaS, or enterprise software, with a track record of managing large accounts and driving expansion revenue. Experience with healthcare payers, providers, or employers is a plus. You are comfortable with data-driven decision making, have strong communication skills, and thrive in a fast-paced, mission-driven environment.
