Remote Senior Enterprise Customer Success Leader

Sword; United States; Remote; USD 137,000 - 215,000; Full time

Job summary

Sword is hiring a Senior Customer Success Manager to own a portfolio of approximately 20 to 30 enterprise employer relationships. You will proactively surface renewal blockers, manage retention and renewals, and help benefits leaders and their advisors connect member access, engagement, outcomes, and financial value to clear decisions.

This role is for someone who can move from executive strategy to operating detail, diagnose what is blocking customer value, involve the right partners across

Qualifications

• Significant experience owning complex enterprise customer relationships including renewals and retention.
• Ability to use quantitative customer-value data to influence decisions and stakeholders.
• Strong executive communication and prioritization across competing interests.
• Experience identifying cross-functional breakdowns and coordinating solutions.
• Comfort working remotely in a fast-moving environment with evolving processes.

Responsibilities

• Build proactive account and renewal plans, identify risk early, and focus high-touch engagement where it can change outcomes.
• Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across enterprise accounts.
• Develop multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operations.
• Diagnose account performance using data on eligibility, enrollment, activation, engagement, outcomes, and ROI.
• Secure access and permissions to reach eligible members and improve enrollment and sustained engagement.
• Identify cross-functional breakdowns, engage relevant teams, and keep the customer informed through resolution.

Skills

Enterprise customer management

Data-driven decisions

Executive communication

Cross-functional collaboration

Remote work adaptability

Job description

Sword is hiring a Senior Customer Success Manager to own a portfolio of approximately 20 to 30 enterprise employer relationships. You will proactively surface renewal blockers, manage retention and renewals, and help benefits leaders and their advisors connect member access, engagement, outcomes, and financial value to clear decisions.

This role is for someone who can move from executive strategy to operating detail, diagnose what is blocking customer value, involve the right partners across