Job details

Associate Director of Customer Success, Health Plans

Who We Are

Each year, 2 billion people across the world are limited by physical pain. By helping people live without pain, they are free to do the things they love most with the people they love—and never miss a moment. This is what we do. We create and design new technologies to solve one of the biggest problems in healthcare: taking care of our Physical Health. Sword Health is the world’s fastest growing digital musculoskeletal (MSK) care provider on a bold mission to free two billion people from acute, chronic, and post-surgical physical pain . Our customers include some of the most progressive Fortune 100 and 500 companies, as well as over 160+ other established businesses across the world.

The Sword program allows members to complete a personalized physical therapy program from the comfort of home, with continued support and supervision from one of our talented Sword specialists. Sword’s personalized care is more effective than traditional standards of care, and has proven to deliver best-in-class clinical results. Since breaking into the market less than two years ago, Sword has worked with insurers, health systems, and employers in the U.S., Canada, Europe, and Australia to make high quality musculoskeletal care accessible to everyone.

This is an opportunity to join Sword during a time of hyper growth and expansion. After our recent $2bn valuation, we’re excited to continue accelerating our impact by scaling with high caliber people with passion, commitment and energy to create and deliver technologies, services and products that drive human progress forward.

We welcome you to join our mission, to make a difference on a grand scale and play a pivotal role with a global team at Sword– working alongside great people pioneering novel products and cutting edge technologies.

** Candidates must reside within the United States**

Sword Health is looking for an entrepreneurial individual to join our fast-paced and dynamic Customer Success team. You will be working directly with customers and internal teams to onboard, manage, and grow Sword’s expanding portfolio of health plan customers while leading and managing a high performing team. We are seeking Customer Success “athletes” who are comfortable managing a range of accounts, who love building relationships with our health plan customers, and who are laser-focused on delivering results. The ideal fit will be an organized, detail-oriented, resourceful, and naturally collaborative individual with a passion for delivering better health care to those who need it most.

What You'll Do

Build and manage a world-class team of Customer Success Managers owning the end-to-end client lifecycle for a growing list of health plan customers — driving onboarding, engagement, and the demonstration of value
Understand and implement an operational model to consume and support multiple employers under the health plan partnership
Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them
Help to hire, motivate, and mentor a best-in-class team of Customer Success Managers, ensuring they have the resources needed to succeed
Lead our customer implementation process — manage the handoff from sales, establish a working cadence with partners, highlight dependencies, align marketing plans, etc
Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s)
Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and quarterly business reviews
Develop payor account plans — estimate total opportunity, define key goals/milestones, and recommend areas to focus in order to succeed.
Advocate for the needs of our customers internally, work with internal teams to solve pain points, and deliver high customer satisfaction scores

About You

Passionate about bringing world-class healthcare to those who need it
7+ years of experience in enterprise-level customer success/account management or roles, specifically with health plan experience
5+ years of experience building or leading high-performance, consultative client-facing teams
Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business
Deep knowledge of healthcare and/or employer benefits space (you understand HIPAA)
Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations
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
Comfortable with small teams and adapting to ambiguous start-up environments
No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable

Sword Benefits:

Comprehensive health, dental and vision insurance

Equity Shares

401(k)

Unlimited Vacation

Paid Holidays

Flexible working hours

Work from home

Parental leave

Free Digital Therapist for your family

Sword is proud to be an Equal Employment Opportunity employer. We champion diversity and are committed to building a team that represents a variety of backgrounds, perspectives and skills. At Sword, we believe that diversity and inclusion among our applicants and team members is critical to our success as a global company. The more inclusive and diverse we are, the bigger our impact will be.

Sword Health Glassdoor Company Review

4.2

Sword Health DE&I Review

4.4

CEO of Sword Health

Virgilio Bento

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By Sword Health

Sword Health is a healthcare company that aims to free 2 billion people from pain by creating the first and only end-to-end global platform to prevent, manage, and treat pain while saving clients millions in healthcare costs.

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