Strategic Enterprise Customer Success Leader

Sword Health; United States; On-site; USD 137,000 - 215,000; Full time

Job summary

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

This role moves from executive strategy to operating detail, diagnosing blockers, coordinating across Sword, and maintaining a credible customer plan even when ownership is unclear.

Qualifications

• Significant experience owning complex enterprise customer relationships including renewals and retention.
• Evidence of using quantitative customer-value data to influence senior stakeholders.
• Strong executive communication and judgment for prioritizing competing priorities.
• Track record of identifying cross-functional breakdowns and coordinating execution.
• Comfort operating in a remote, fast-moving environment with multiple accounts and up to 15% travel.

Responsibilities

• Build proactive account and renewal plans; identify risk early and engage high-touch strategies.
• Own retention strategy; coordinate pricing, contracting, and executive relationships across a portfolio.
• Develop multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operations.
• Diagnose account performance using eligibility, enrollment, activation, engagement, outcomes, and ROI data; address data-flow issues.

Skills

Enterprise relationships

Data-driven decisions

Executive communication

Cross-functional coordination

Remote work adaptability

Job description

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

This role moves from executive strategy to operating detail, diagnosing blockers, coordinating across Sword, and maintaining a credible customer plan even when ownership is unclear.