Senior Customer Success Manager, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of around 20 to 30 enterprise employer partnerships.

• Develop proactive account and renewal strategies while identifying renewal risks at an early stage.

• Oversee retention strategies, pricing and contract coordination, executive relationships, and risk management plans for significant enterprise accounts.

• Foster multithreaded relationships with stakeholders from benefits, finance, clinical, procurement, and operations.

• Tailor Sword's value proposition to suit various decision-makers.

• Evaluate eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI data to assess account performance.

• Comprehend how file specifications and data-flow challenges impact customer trust and results.

• Ensure customer access and communication permissions to connect with eligible members, enhancing enrollment, activation, and sustained engagement.

• Identify cross-functional issues and collaborate with teams across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations.

• Keep customers updated through effective issue resolution.

• Create proactive renewal and retention strategies, identify potential blockers early, broaden member access, and cultivate executive and consultant relationships to bolster confidence in Sword's value.

⛳️ Requirements

• Extensive experience managing complex enterprise customer or client relationships post-implementation, including renewals, retention, and account recovery.

• Proven ability to leverage quantitative customer-value data for decision-making and influencing senior stakeholders.

• Strong executive communication skills and judgment to navigate competing priorities among customers, consultants, and internal teams.

• Track record of identifying cross-functional challenges and engaging the appropriate teams to implement solutions.

• Comfortable working in a remote, fast-paced environment where priorities may shift and processes or roles may still be developing.

• Ability to handle multiple significant accounts simultaneously.

• Willingness to travel up to 15% of the time.

• Experience in employer health benefits, digital health, benefits navigation, wellbeing, PBM, or closely related fields.

• Direct experience with enrollment, utilization, claims, outcomes, ROI, billing, or member engagement data.

• Experience managing intricate portfolios through various renewal cycles and organizational changes.

• Demonstrate at least Level 1 AI proficiency according to Sword Health's AI framework.

• Legal authorization to work in the United States; immigration or work visa sponsorship will not be available.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Life and AD&D Insurance.

• Financial advisory services.

• Supplemental Insurance Benefits (Accident, Hospital, and Critical Illness).

• Health Savings Account.

• Equity shares.

• Discretionary PTO plan.

• Parental leave.

• 401(k) plan.

• Flexible working hours.

• Remote-first company culture.

• Paid company holidays.

• Access to a free digital therapist for you and your family.