Customer Success Manager - Mid-Market USA Commercial

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 1000+ (and growing!) talented colleagues, spanning three continents. Your charge is to help build a pain-free world, powered by AI, enhanced by people — accessible to all.

Sword Health is looking for an entrepreneurial, growth-driven individual to join their fast-paced and dynamic Customer Success team. In this role, you will work closely with partners, customers and internal teams to onboard, manage, and expand Sword’s portfolio of employer customers, playing a critical role in driving customer satisfaction, retention, and revenue growth. They are seeking Customer Success experts who excel at managing and growing diverse accounts, building strategic relationships, and delivering impactful, measurable results. The ideal candidate is organized, detail-oriented, and resourceful, with a natural talent for collaboration and a strong passion for expanding access to quality healthcare for those who need it most.

What you’ll be doing:

• Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of partnership customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value.
• Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients.
• Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential.
• Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies.
• Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities.
• Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion.
• Champion customer needs to support growth: Act as the voice of the customer internally, collaborating with teams to address pain points and deliver solutions that drive high satisfaction and pave the way for renewal and upsell opportunities.