Customer Success Manager - Mid-Market

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.

What you need to have:

• Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients;
• 5+ years of experience with in enterprise-level customer success, implementation, or account management roles with a strong preference for implementation experience and a proven ability to meet or exceed growth targets;
• Skilled at building and deepening strategic relationships with partners, team members, customer stakeholders to drive account expansion and increase customer lifetime value;
• Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities;
• Strong growth mindset and results orientation; adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts;
• Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes;
• Exceptional communicator with the skill to push back constructively to align client expectations and manage complex technical integrations;
• Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences;
• Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables;
• Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation;
• Self-aware and humble, with a relentless drive for improvement; brings a “no ego” approach to teamwork and strategic growth.

To ensure you feel good solving a big Human problem, we offer:

• A stimulating, fast-paced environment with lots of room for creativity;
• A bright future at a promising high-tech startup company;
• Career development and growth, with a competitive salary;
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
• A flexible environment where you can control your hours (remotely) with unlimited vacation;
• Access to our health and well-being program (digital therapist sessions);
• Remote or Hybrid work policy. 
• To get to know more about our Tech Stack, check here.