Responsibilities
- Lead the end-to-end customer lifecycle for a portfolio of enterprise clients, with clear ownership of retention, adoption, time-to-value, and expansion readiness.
- Build and maintain trusted, executive-level relationships with customer stakeholders, including C-suite leaders, benefits teams, and external partners.
- Own and evolve Sword’s enterprise customer success motion, including implementation best practices, engagement strategies, QBR frameworks, and success metrics.
- Manage and mentor a team of Customer Success Managers, providing coaching, performance feedback, and career development support.
- Partner closely with Sales to ensure seamless handoffs, account planning, renewals, and expansion opportunities.
- Provide executive oversight and orchestration for complex customer implementations, partnering closely with Implementation leadership to ensure on-time, on-value delivery.
- Deliver quantifiable and qualitative insights to customers through reporting, regular business reviews, and strategic recommendations.
- Develop and oversee client account plans, including opportunity sizing, success milestones, and investment recommendations.
- Advocate for customer needs internally, influencing Product, Clinical, and Operations teams to address pain points and improve customer outcomes.
- Own strategic initiatives within the Customer Success organization, continuously refining playbooks, processes, and tooling as the business scales.
- Own and report on key Customer Success metrics including gross retention, net revenue retention, engagement, adoption, and expansion pipeline influenced.
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)
- Flexible working hours
- Remote-first company
- Paid company holidays
- Free digital therapist for you and your family
Work Arrangement
Hybrid
Team
Team size: 6. Structure: Manages and scales a team of approximately 6–10 Enterprise Customer Success Managers. Reports to: Customer Success leadership
Additional Information
- Applicants must have a legal right to work in the United States
- Immigration or work visa sponsorship will not be provided
- Flexible environment where you can control your hours (remotely) with unlimited vacation
- Eligibility: Full-time employees regularly working 25+ hours per week
