Senior Customer Success Manager, Health Plans
About The Position
Sword Health is seeking an entrepreneurial, collaborative customer success leader to join its Health Plan Customer Success team. The role manages and grows a portfolio of health plan customers, serving as the general manager of a high-priority book of business and driving retention, customer satisfaction, and revenue growth. The position builds strategic customer relationships, navigates complex payor environments, demonstrates clinical and economic outcomes, and identifies opportunities to expand partnerships. It also serves as a link between health plan customers and Sword’s internal teams, helping shape product development and scalable customer success practices.
Requirements
- Experience managing national and regional health plans across fully insured, ASO, and Medicare lines of business.
- At least 5 years of experience in enterprise customer success, account management, or a related role; digital health and health plan experience are preferred.
- Experience building relationships with team members, customer stakeholders, C-level executives, and third-party organizations.
- Strong understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.
- Strong process orientation and ability to identify needs and execute projects that improve customer success practices and partner relationships.
- Growth mindset and ability to influence through analytical and storytelling skills.
- Strong project management skills, including managing multiple customers and projects while keeping stakeholders aligned on deliverables and timing.
- Ability to create structure in an ambiguous environment.
- Passion for bringing world-class healthcare to those who need it.
- Collaborative, goal-oriented, confident, adaptable, and comfortable working without ego in ambiguous environments.
- Demonstrate at least Level 1 AI proficiency under Sword’s framework, with examples of using AI in work.
Nice To Haves
- Experience in digital health.
Responsibilities
- Own the end-to-end lifecycle of a high-priority portfolio of health plan accounts, driving retention, customer satisfaction, and revenue growth.
- Build trusted, strategic relationships with health plan customers, understand their objectives, and deliver clinical and economic outcomes.
- Navigate payor lines of business, including ASO, fully insured, Medicare, and Medicaid, and communicate Sword’s value to diverse stakeholders.
- Lead the health plan’s employer portfolio after pull-through, addressing barriers to sustained enrollment and improving the ongoing member experience.
- Translate complex data into clear narratives, report on Sword’s impact, and lead business reviews.
- Develop multi-year account success plans to identify expansion opportunities, mitigate churn risks, and align Sword’s roadmap with customers’ population health goals.
- Collaborate with Implementation and Marketing teams to support seamless launches and member enrollment targets.
- Own renewals and identify organic growth opportunities, partnering with Sales on product upsells and expansion into new lines of business.
- Bring payor feedback, regulatory requirements, and competitive intelligence to the Product team to inform product development.
- Mentor junior team members and help build scalable processes and playbooks for the Health Plan Customer Success team.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
