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Director of Customer Success

2 hours, 15 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
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
251-1K
Founded 2015
$324M raised
View All Jobs 44

Description

  • Lead the end-to-end customer lifecycle for a portfolio of enterprise clients, with ownership of retention, adoption, time-to-value, and expansion readiness.
  • Build and maintain trusted executive-level relationships with customer stakeholders, including C-suite leaders, benefits teams, and external partners.
  • Own and evolve the enterprise customer success motion, including implementation best practices, engagement strategies, QBR frameworks, and success metrics.
  • Manage and mentor a team of approximately 6–10 Enterprise Customer Success Managers, including coaching, performance feedback, development, and succession planning.
  • Partner closely with Sales on account planning, renewals, handoffs, and expansion opportunities.
  • Provide executive oversight for complex customer implementations in partnership with Implementation leadership to ensure on-time, on-value delivery.
  • Deliver customer reporting, regular business reviews, and strategic recommendations based on quantitative and qualitative insights.
  • Develop and oversee client account plans, including opportunity sizing, success milestones, and investment recommendations.
  • Advocate for customer needs internally and influence Product, Clinical, and Operations teams to improve outcomes and address pain points.
  • Own strategic Customer Success initiatives and continuously refine playbooks, processes, tooling, and performance metrics as the business scales.

Requirements

  • 8+ years of experience in enterprise customer success, account management, or related roles, with progression into leadership.
  • Experience managing and developing high-performing Customer Success teams.
  • Strong background working with enterprise customers, ideally in digital health, healthcare technology, SaaS, or the benefits ecosystem.
  • Experience supporting Fortune 1000 or similarly complex, multi-stakeholder enterprise customers, ideally across multi-year contracts and multi-geo deployments.
  • Proven ability to influence executive stakeholders and navigate complex, multi-threaded customer relationships.
  • Exceptional communication, storytelling, and analytical skills, with the ability to translate data into strategic insights.
  • Strong program and project management capabilities, with experience managing multiple customers and initiatives simultaneously.
  • Comfort operating in fast-paced, ambiguous, high-growth environments.
  • Legal right to work in the United States; visa sponsorship is not provided.

Benefits

  • Competitive salary with a total compensation range of $187,810 to $295,130, including base, variable pay, and equity.
  • Equity shares / stock options.
  • Comprehensive health, dental, and vision insurance.
  • Discretionary PTO plan and paid company holidays.
  • Parental leave.
  • 401(k) plan.
  • Remote-first work environment with flexible working hours.
  • Health and well-being support, including free digital therapist sessions for you and your family.

Interested in this position?

Apply directly on the company website

Apply Now

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