Senior Customer Success Manager, Health Plans

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

📋 Description

• Oversee the complete lifecycle of a crucial portfolio of health plan business, enhancing retention, customer satisfaction, and revenue growth.

• Establish strategic partnerships with health plan clients to advance Sword’s clinical and economic outcomes.

• Navigate through ASO, Fully Insured, Medicare, and Medicaid business lines.

• Act as the primary lead for the employer portfolio of health plans, optimizing the ongoing member experience.

• Convert complex data sets into engaging narratives and illustrate impact through reporting and Business Reviews.

• Create and sustain multi-year success plans for accounts, discover expansion opportunities, reduce churn risks, and align Sword’s roadmap with customer population health objectives.

• Collaborate with Implementation and Marketing teams on launches and member enrollment goals.

• Manage renewals and pinpoint organic growth opportunities alongside the Sales team.

• Relay payor feedback, regulatory requirements, and competitive insights to shape Product development.

• Guide junior team members and assist in developing scalable processes for Health Plan Customer Success.

⛳️ Requirements

• Proven experience managing national and regional health plans across fully insured, ASO, and Medicare lines of business.

• 5+ years of experience in enterprise-level customer success/account management or similar roles, preferably in digital health with health plan exposure.

• Demonstrated ability to build relationships with team members, customer stakeholders, C-level executives, and third-party organizations.

• In-depth understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.

• Strong process orientation with the capability to identify needs and implement projects that enhance Customer Success practices and partner relationships.

• A growth mindset with the ability to influence others through analytical and storytelling abilities.

• Excellent project management skills with the capacity to handle multiple customers and projects concurrently.

• Ability to establish structure within a dynamic and ambiguous environment.

• A passion for delivering world-class healthcare to those in need.

• Highly collaborative, goal-driven, confident, adaptable, and comfortable in uncertain situations.

• All hires must demonstrate at least Level 1 AI proficiency.

🏝️ Benefits

• Additional benefits that extend beyond total compensation; country-specific benefits will be outlined separately.

• Variable bonuses or sales incentives are included within the total compensation range.

• Private company stock options may be part of the total compensation where applicable.