Senior Customer Success Manager, Enterprise

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

📋 Description

• Manage a portfolio consisting of approximately 20–30 enterprise employer relationships.

• Proactively identify renewal obstacles and oversee retention and renewal processes.

• Assist benefits leaders and advisors in linking member access, engagement, outcomes, and financial value to informed decisions.

• Develop proactive account and renewal strategies while identifying potential risks early on.

• Take ownership of retention strategies, pricing and contract coordination, executive relationships, and risk management plans.

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

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

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

• Obtain customer access and communication permissions to engage eligible members effectively.

• Recognize cross-functional challenges and collaborate with Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations teams.

• Keep customers updated throughout the resolution process.

• Within the first year, establish proactive renewal and retention strategies, identify blockers sooner, enhance member access, and cultivate executive and consultant relationships that bolster confidence in Sword’s value.

⛳️ Requirements

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

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

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

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

• Ability to thrive in a remote, fast-paced environment with evolving priorities and ambiguous processes or ownership.

• Capability to manage multiple high-stakes accounts concurrently.

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

• Proficiency in AI at least at Explorer (Level 1), employing AI tools daily to enhance personal productivity.

• Experience in employer health benefits, digital health, benefits navigation, wellbeing, PBM, or a closely related field is preferred.

• Direct involvement with enrollment, utilization, claims, outcomes, ROI, billing, or member engagement data is preferred.

• Experience in managing complex portfolios through various renewal cycles and organizational changes is preferred.

🏝️ Benefits

• Variable, bonus, or sales incentives may be included in total compensation.

• Private company stock options may be available where applicable.

• Additional benefits beyond total compensation.

• Country-specific benefits, detailed separately.