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 critical health plan business portfolio, focusing on retention, enhancing customer satisfaction, and driving revenue growth.

• Establish and nurture strategic relationships with health plan clients, promoting Sword’s clinical and economic outcomes.

• Navigate various lines of business including ASO, Fully Insured, Medicare, and Medicaid.

• Act as the primary contact for the health plan’s employer portfolio, enhancing the ongoing experience for members.

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

• Create and sustain multi-year success plans for accounts, pinpoint expansion opportunities, reduce churn risks, and align Sword’s roadmap with the health goals of customer populations.

• Collaborate with Implementation and Marketing teams for successful launches and member enrollment objectives.

• Manage renewals and identify opportunities for organic growth in collaboration with Sales.

• Relay feedback from payors, regulatory demands, and competitive insights to shape Product development.

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

⛳️ Requirements

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

• A minimum of 5 years 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 external organizations.

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

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

• A growth-oriented mindset with the ability to influence through analytical and storytelling techniques.

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

• Capacity to create order in an ambiguous environment.

• A passion for delivering exceptional healthcare to those in need.

• Highly collaborative, goal-driven, confident, adaptable, and comfortable operating in uncertainty.

• Every hire must exhibit at least Level 1 AI proficiency.

🏝️ Benefits

• Additional benefits beyond total compensation; country-specific benefits may vary and will be detailed separately.

• Total compensation includes variable, bonus, or sales incentives.

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