Senior Customer Success Manager, Enterprise
New
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Sword HealthDigital Health
Remote - USFull-TimeSenior
Salary$136,850 — $215,050 USD
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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.
- Proven track record of managing renewals, retention, and account recovery.
- Evidence of using quantitative customer-value data to make decisions and influence senior stakeholders.
- Strong executive communication skills and judgment in navigating competing priorities.
- Experience identifying cross-functional breakdowns and coordinating teams to execute solutions.
- Comfort operating in a remote, fast-moving, and often ambiguous environment.
- Ability to manage multiple consequential accounts simultaneously.
- Willingness to travel up to 15%.
- Proficiency in AI usage (minimum Level 1 Explorer: daily usage for productivity).
Responsibilities
- Build proactive account and renewal plans to identify risk and focus high-touch engagement.
- Manage retention strategy, pricing, contracting coordination, and executive relationships for a portfolio of enterprise accounts.
- Cultivate multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders.
- Use performance data such as eligibility, engagement, outcomes, claims, and ROI to diagnose account health.
- Secure necessary customer access and communication permissions to improve member enrollment and activation.
- Engage cross-functional partners across Sales, Marketing, Product, Clinical, and Operations to resolve breakdowns and keep customers informed.
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