Job details

Manager, Customer Success

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.

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 (“SWORD”) 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.

What You’ll Do:

Coach, mentor, and develop employees, including overseeing new employee onboarding and providing career development planning and opportunities
Foster a spirit of teamwork and unity among department members
Model an efficient operational process that can support and scale a large number of small customers at once
Lead employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment.
Manage the end-to-end client lifecycle for a growing list of enterprise customers — drive onboarding, employee engagement, and the demonstration of value
Build trusted & strategic relationships with our customers — understand their needs / objectives and drive SWORD’s clinical and economic outcomes to exceed them
Define and implement strong processes to encourage efficiency and best-in-class practices
Monitor performance and deliver quantifiable & qualitative insights to customers — prove SWORD’s impact via reporting, regular meetings, and quarterly business reviews
Monitor the performance of the team reporting to you and ensure growth throughout their career
Develop client account plans at a client level and sub-department level — estimate total opportunity, define key goals/milestones, and recommend investments needed to succeed
Advocate for the needs of our customers and team members internally

About You:

Passionate about bringing world-class healthcare to those who need it
10+ years of experience in small market customer success / account management roles, ideally in the digital health or benefits space with implementation experience
3+ years of managing highly strategic teams
Experience in guiding, creating and growing career path opportunities for employees and team
Experience building relationships with team members, customer stakeholders, c-level executives, and third-party organizations
Ability to create, implement and train around efficient processes and procedures
Strong growth mindset and ability to influence via analytical and story-telling skills
Strong project management skills, ability to manage multiple customers, manage people and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
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

Approve of CEO

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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