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Senior Customer Success Manager, Health Plans

4 hours, 46 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
SWORD Health

SWORD Health

SWORD Health provides AI-powered digital physical therapy solutions designed to prevent pain, support recovery, and enhance overall health, while also aiming to transform the rehabilitation industry through innovative technology and clinical oversight.

Health Care Providers & Services
501-1000
Founded 2015
$324M raised
View All Jobs 4

Description

  • Own the end-to-end lifecycle of a high-priority portfolio of health plan accounts, driving retention, satisfaction, and revenue growth.
  • Build strategic relationships with health plan stakeholders and align Sword’s clinical and economic outcomes to customer objectives.
  • Navigate ASO, fully insured, Medicare, and Medicaid lines of business to tailor Sword’s value proposition.
  • Lead post-pull-through partner operations, identify enrollment barriers, and improve the member experience across employer portfolios.
  • Translate complex data into ROI narratives, reporting, and business reviews that demonstrate Sword’s impact.
  • Develop multi-year account plans to identify expansion opportunities, mitigate churn risk, and align with population health goals.
  • Partner with Implementation and Marketing teams on launches and member enrollment targets.
  • Own renewals and identify upsell opportunities across products and lines of business in partnership with Sales.
  • Bring payor feedback, regulatory requirements, and competitive insights to Product teams.
  • Mentor junior team members and help build scalable Health Plan Customer Success processes.

Requirements

  • 5+ years of enterprise customer success, account management, or related experience, ideally in digital health and health plans.
  • Experience managing national and regional health plans across fully insured, ASO, and Medicare lines of business.
  • Understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.
  • Ability to build relationships with internal teams, customer stakeholders, C-level executives, and third-party organizations.
  • Strong project management skills and ability to manage multiple customers, projects, deliverables, and timelines simultaneously.
  • Strong analytical, storytelling, and influencing skills.
  • Process-oriented approach to identifying needs and improving customer success practices and partner relationships.
  • Ability to create structure and adapt effectively in ambiguous environments.
  • Collaborative, goal-oriented, resourceful approach and commitment to improving healthcare access.
  • Demonstrated daily use of AI to improve personal productivity (Sword AI Proficiency Level 1 minimum).

Benefits

  • Total compensation range of $115,588–$181,638 USD, including base pay, variable compensation, and estimated equity value.
  • Private company stock options where applicable.
  • Additional benefits beyond total compensation.
  • Compensation may be adjusted based on demonstrated impact and performance.
  • Country-specific benefits may be available.

Interested in this position?

Apply directly on the company website

Apply Now

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