Senior Customer Success Manager, Enterprise

Sword Health
United States
Workplace: RemoteFull timeUSD 136,850 - 215,050 annuallyFunction: Customer Success & Account ManagementSkills: ["Executive communication","Judgment","Problem diagnosis","Cross-functional collaboration","Stakeholder management"]

Own a portfolio of 20–30 enterprise employer relationships, driving retention and renewals by proactively surfacing renewal blockers and building executive-ready account plans. Diagnose what prevents customer value, use quantitative customer-value data to influence senior stakeholders, and coordinate cross-functional partners across the company to execute solutions. Ensure customer access, engagement, and outcomes improve using eligibility, enrollment, claims, billing, and ROI evidence.

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Sword Health
Sword Health
3 days ago

Senior Customer Success Manager, Enterprise

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own a portfolio of 20–30 enterprise employer relationships, driving retention and renewals by proactively surfacing renewal blockers and building executive-ready account plans. Diagnose what prevents customer value, use quantitative customer-value data to influence senior stakeholders, and coordinate cross-functional partners across the company to execute solutions. Ensure customer access, engagement, and outcomes improve using eligibility, enrollment, claims, billing, and ROI evidence.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Build proactive account and renewal plans, identify risk early, and deliver high-touch engagement to materially improve outcomes.
  • •Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across an enterprise portfolio.
  • •Maintain multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders.
  • •Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance and drive confidence.
  • •Secure customer access/communications permissions and coordinate cross-functional resolution across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations.
Travel: Medium travel

Pay and Benefits

Salary: USD 136,850 - 215,050 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife Insurance401kEquityPaid LeaveRemote Work

Key Requirements

  • •Significant experience personally owning complex enterprise customer/client relationships after implementation, including renewals, retention, and account recovery.
  • •Evidence of using quantitative customer-value data to make decisions and influence senior stakeholders.
  • •Strong executive communication and the judgment to navigate competing customer, consultant, and internal priorities.
  • •A record of identifying cross-functional breakdowns and engaging the right teams to execute solutions.
  • •Comfort operating in a remote, fast-moving environment while managing multiple consequential accounts and traveling up to 15%.
Skills:Executive communicationJudgmentProblem diagnosisCross-functional collaborationStakeholder management

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Sword Health
Develops a digital musculoskeletal care platform combining wearable sensors, AI-driven virtual therapists, and clinical care teams to deliver remote physical therapy and rehabilitation programs for employers, health plans, and patients.
Industry: Digital Therapeutics
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Porto, Portugal
Founded: 2015
WebsiteLinkedIn