Senior Customer Success Manager, Enterprise
New
S
Sword HealthDigital Health
Remote-first companyFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisStakeholder managementCustomer SuccessAccount Management
Requirements
- Significant experience personally owning complex enterprise customer or client relationships after implementation.
- Demonstrated experience with renewals, retention, and account recovery.
- Evidence of using quantitative customer-value data to influence senior stakeholders.
- Strong executive communication skills and the ability to navigate complex priorities.
- Record of identifying cross-functional breakdowns and engaging the right teams to execute solutions.
- Ability to operate in a remote, fast-moving environment with changing priorities.
- AI proficiency (minimum Level 1 - Explorer: daily use for productivity).
- Availability for travel up to 15%.
- Experience with employer health benefits, digital health, or wellbeing preferred.
- Experience with enrollment, utilization, claims, or member-engagement data preferred.
Responsibilities
- Build proactive account and renewal plans to identify risks early.
- Own retention strategy, pricing, contracting coordination, and executive relationships for enterprise accounts.
- Develop multithreaded relationships with benefits leaders, consultants, finance, and procurement stakeholders.
- Diagnose account performance using enrollment, claims, billing, and ROI data.
- Secure necessary customer communication permissions to drive member engagement.
- Coordinate with cross-functional teams including Sales, Product, Clinical, and Operations to resolve account issues.
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