Senior Customer Success Manager, Enterprise
New
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Sword HealthDigital Health
United StatesFull-TimeSenior
Salary136,850 - 215,050 USD per year
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Job Details
- Required Skills
- Data AnalysisCustomer SuccessAccount Management
Requirements
- Significant experience personally owning complex enterprise customer or 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 a solution.
- Comfort operating in a remote, fast-moving environment where priorities change and a process or owner may not yet be defined.
- Ability to travel up to 15%.
- Must demonstrate at least Level 1 AI proficiency (Explorer: uses AI daily to boost personal productivity).
Responsibilities
- Build proactive account and renewal plans, identify risk early, and focus high-touch engagement where it can materially change the outcome.
- Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across a portfolio of consequential enterprise accounts.
- Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders, adapting the value story to each decision-maker.
- Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance.
- Secure the customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement.
- Identify cross-functional breakdowns, engage the right partners across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations, and keep the customer informed through resolution.
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