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Senior Customer Success Manager, Health Plans

2 weeks, 3 days 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
251-1K
Founded 2015
$324M raised
View All Jobs 51

Description

  • Lead the end-to-end lifecycle for a high-priority book of health plan accounts as the portfolio owner.
  • Build trusted strategic relationships with health plan stakeholders and align Sword’s outcomes to customer objectives.
  • Navigate complex payor environments across ASO, fully insured, Medicare, and Medicaid lines of business.
  • Serve as the primary lead for the health plan’s employer portfolio and remove barriers to sustained enrollment.
  • Translate complex data into compelling business reviews and reporting that demonstrate clinical and economic ROI.
  • Develop and maintain multi-year account success plans to identify expansion opportunities and mitigate churn risk.
  • Partner with Implementation and Marketing teams to support launches and drive member enrollment targets.
  • Own the renewal process and collaborate with Sales on upsells and line-of-business expansion.
  • Serve as the voice of the payor by translating customer feedback, regulatory needs, and competitive intelligence into product insights.
  • Mentor junior team members and help build scalable Customer Success processes and playbooks.

Requirements

  • 5+ years of experience in enterprise customer success, account management, or a related role, ideally in digital health with health plan experience.
  • Experience managing national and regional health plans across fully insured, ASO, and Medicare lines of business.
  • Experience building relationships with team members, customer stakeholders, C-level executives, and third-party organizations.
  • Strong understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.
  • Strong project management skills with the ability to manage multiple customers and projects simultaneously.
  • Ability to create structure and execute effectively in an ambiguous environment.
  • Strong analytical and storytelling skills with the ability to influence stakeholders.
  • Highly collaborative, goal-oriented, adaptable, and comfortable working without ego.
  • Passion for improving healthcare for people who need it most.
  • Legal right to work in the United States; no visa sponsorship provided.

Benefits

  • $116,340 - $182,820 annual base salary range, including base, variable, and equity.
  • Equity shares.
  • Comprehensive health, dental, and vision insurance.
  • Life and AD&D insurance.
  • Health Savings Account (HSA).
  • Discretionary PTO plan and paid company holidays.
  • Parental leave.
  • 401(k) retirement plan.
  • Flexible working hours and a remote-first work environment.
  • Free digital therapist for you and your family.
  • Supplemental insurance benefits and financial advisory services.

Interested in this position?

Apply directly on the company website

Apply Now

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