Senior Customer Success Manager, Health Plans

Sword Health is a pioneering company in AI-driven healthcare solutions, aiming to redefine how care is delivered. The Senior Customer Success Manager will be responsible for managing and growing relationships with health plan customers, ensuring operational excellence, and driving clinical and economic outcomes.

Responsibilities:

• Lead the end-to-end lifecycle for a high-priority book of health plan business
• Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them
• Masterfully navigate the nuances of various lines of business (ASO, Fully Insured, Medicare, and Medicaid) to ensure Sword’s value proposition resonates with diverse internal payor stakeholders
• Serve as the primary lead for the health plan’s employer portfolio
• Act as a consultative partner by translating complex data sets into compelling narratives
• Develop and maintain multi-year account success plans that identify white space for expansion, mitigate churn risks, and align Sword’s roadmap with the customer’s overarching population health goals
• Partner with Implementation and Marketing teams to ensure seamless launches and aggressive member enrollment targets
• Own the renewal process and identify organic growth opportunities, working closely with sales to upsell new products or expand into new lines of business
• Serve as a bridge between the market and the Sword Product team
• Mentor junior team members and contribute to the 'playbook' of the Health Plan team

Requirements:

• Experience with managing national and regional health plans across fully insured, ASO, and Medicare lines of business
• 5+ years of experience in enterprise-level customer success/account management or roles, ideally in digital health with health plan experience
• Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations
• Strong understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models
• Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners
• Strong growth mindset and ability to influence via analytical and story-telling skills
• Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
• Ability to create structure within an ambiguous environment
• Passionate about bringing world-class healthcare to those who need it
• No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable