Manager – Customer Success
Posted on 4/5/2023
SWORD Health

201-500 employees

Virtual musculoskeletal (MSK) care provider
Company Overview
SWORD Health wants to free 2 billion people from physical pain.
United States
Experience Level
Desired Skills
Sales & Account Management
Art, Graphics & Animation
Customer Success & Support
  • Passionate about bringing world-class healthcare to those who need it
  • 10+ years of experience in small market customer success / account management roles, ideally in the digital health or benefits space with implementation experience
  • 3+ years of managing highly strategic teams
  • Experience in guiding, creating and growing career path opportunities for employees and team
  • Experience building relationships with team members, customer stakeholders, c-level executives, and third-party organizations
  • Ability to create, implement and train around efficient processes and procedures
  • Strong growth mindset and ability to influence via analytical and story-telling skills
  • Strong project management skills, ability to manage multiple customers, manage people and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
  • No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable
  • Coach, mentor, and develop employees, including overseeing new employee onboarding and providing career development planning and opportunities
  • Foster a spirit of teamwork and unity among department members
  • Model an efficient operational process that can support and scale a large number of small customers at once
  • Lead employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment
  • Manage the end-to-end client lifecycle for a growing list of enterprise customers - drive onboarding, employee engagement, and the demonstration of value
  • Build trusted & strategic relationships with our customers - understand their needs / objectives and drive SWORD's clinical and economic outcomes to exceed them
  • Define and implement strong processes to encourage efficiency and best-in-class practices
  • Monitor performance and deliver quantifiable & qualitative insights to customers - prove SWORD's impact via reporting, regular meetings, and quarterly business reviews
  • Monitor the performance of the team reporting to you and ensure growth throughout their career
  • Develop client account plans at a client level and sub-department level - estimate total opportunity, define key goals/milestones, and recommend investments needed to succeed
  • Advocate for the needs of our customers and team members internally