Health Plan & TPA Sr. Customer Success Manager

What you’ll be doing:

• Manage the end-to-end client lifecycle for a growing list of health plan and TPA customers within an assigned book of business— drive onboarding, engagement, and the demonstration of value;
• Understand the operational model to consume and support multiple employers under the health plan partnership;
• Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them;
• Partner with the Implementation team during handoff from Sales to Customer Success, establish a working cadence with partners, highlight dependencies, align marketing plans, etc;
• Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s);
• Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and quarterly business reviews;
• Develop payor account plans — estimate total opportunity, define key goals/milestones, and recommend areas to focus in order to succeed;
• Advocate for the needs of our customers internally, work with internal teams to solve pain points, and deliver high customer satisfaction scores.

What you need to have:

• Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business;
• 5+ years of experience in enterprise-level customer success/account management or roles, ideally in digital health with health plan experience;
• Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations;
• Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners;
• Strong growth mindset and ability to influence via analytical and story-telling skills;
• Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing;
• Comfortable with small teams and adapting to ambiguous start-up environments;
• Passionate about bringing world-class healthcare to those who need it;
• No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable.

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.