Customer Success Manager

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

Sword Health is looking for an entrepreneurial, growth-driven individual to join our fast-paced and dynamic Customer Success team. In this role, you will work closely with customers and internal teams to onboard, manage, and expand Sword’s portfolio of employer customers, playing a critical role in driving customer satisfaction, retention, and revenue growth. We are seeking Customer Success experts who excel at managing and growing diverse accounts, building strategic relationships, and delivering impactful, measurable results. The ideal candidate is organized, detail-oriented, and resourceful, with a natural talent for collaboration and a strong passion for expanding access to quality healthcare for those who need it most.

What you'll be doing:

• Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of enterprise customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value.
• Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients.
• Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential.
• Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies.
• Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities.
• Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion.
• Champion customer needs to support growth: Act as the voice of the customer internally, collaborating with teams to address pain points and deliver solutions that drive high satisfaction and pave the way for renewal and upsell opportunities.

What you need to have:

• Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients
• 3+ years of experience in enterprise-level customer success, implementation, or account management roles with a strong preference for implementation experience and a proven ability to meet or exceed growth targets
• Skilled at building and deepening strategic relationships with team members, customer stakeholders, C-level executives, and third-party organizations/partners to drive account expansion and increase customer lifetime value
• Strong growth mindset and results orientation; adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts
• Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes
• Exceptional communicator with the skill to push back constructively to align client expectations and prioritize growth opportunities
• Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences
• Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables
• Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities
• Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation
• Self-aware and humble, with a relentless drive for improvement; brings a “no ego” approach to teamwork and strategic growth