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Customer Success Manager

Customer Success Manager

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Sword HealthDigital health
Remote - USFull-TimeManager
SalaryTotal Compensation Range $121,181 — $190,428 USD; reflects base, variable, and equity for this role.
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Job Details

Requirements

  • Significant experience personally owning complex enterprise customer or client relationships after implementation.
  • Experience managing renewals, retention, and account recovery.
  • Evidence of using quantitative customer-value data to make decisions and influence senior stakeholders.
  • Strong executive communication and judgment navigating competing customer, consultant, and internal priorities.
  • A record of identifying cross-functional breakdowns and engaging teams to execute solutions.
  • Comfort operating in a remote, fast-moving environment where priorities change and processes or owners may be undefined.
  • Ability to manage multiple consequential accounts.
  • Willingness to travel up to 15%.

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 enterprise accounts.
  • Build 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.
  • Secure customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement.
  • Identify cross-functional breakdowns, engage relevant teams, and keep customers informed through resolution.
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Total Compensation Range $121,181 — $190,428 USD; reflects base, variable, and equity for this role.
Apply Now