CRM Lead - AI-Driven B2B2C Growth & Strategy

Sword; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Sword Health is seeking a CRM Lead to shape the B2B2C lifecycle strategy for a focused portfolio of utilization-based and strategic accounts. You will own CRM execution in Braze, design and optimize customer journeys, and coach the CRM Manager to scale the book.

This player-coach role blends hands-on Braze work with strategic architecture, experimentation, and leadership. You’ll collaborate with Product, Data, Legal, and Client Success to drive engagement, retention, and contract outcomes across

Qualifications

• 7+ years in CRM or lifecycle marketing with deep Braze expertise (Canvas, Liquid, segmentation, triggers)
• Proven track record defining strategy and shipping it
• Experience managing a small portfolio of performance-linked accounts where CRM outcomes affect contract results
• Experience mentoring others, formally or informally
• Comfort with SQL and analytics tools and turning data into decisions
• Strong presence with senior stakeholders and cross-functional influence
• Familiarity with B2B2C, health-adjacent products, or HIPAA/privacy practices (preferred)

Responsibilities

• Define the B2B2C CRM strategy and roadmap in collaboration with leadership for activation, engagement, and retention
• Own CRM execution for utilization-based and strategic accounts; design, build, QA, launch, and optimize journeys in Braze
• Track utilization and engagement against targets and adjust programs to close gaps
• Partner with Client Success and account teams to tailor programs at scale
• Build foundational infrastructure for the scaled book, including base Canvas architecture and segmentations
• Own data and segmentation architecture and personalization contexts
• Run the experimentation program: hypotheses, tests, readouts, roadmap decisions
• Pilot new approaches with priority accounts and scale successful plays
• Set standards for Canvas architecture and measurement
• Manage, coach, and develop the CRM Manager
• Own the performance narrative for senior leadership
• Coordinate with Product, Data/Analytics, Legal/Compliance, and D2C CRM teams

Skills

Braze expertise

CRM strategy

Stakeholder mgmt

Data storytelling

Leadership

SQL

Analytics

Tools

Snowflake

Amplitude

Job description

Sword Health is seeking a CRM Lead to shape the B2B2C lifecycle strategy for a focused portfolio of utilization-based and strategic accounts. You will own CRM execution in Braze, design and optimize customer journeys, and coach the CRM Manager to scale the book.

This player-coach role blends hands-on Braze work with strategic architecture, experimentation, and leadership. You’ll collaborate with Product, Data, Legal, and Client Success to drive engagement, retention, and contract outcomes across