Kaia Health
Digital Therapeutics
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Sword is hiring a Senior Customer Success Manager to own a portfolio of approximately 20 to 30 enterprise employer relationships. You will proactively surface renewal blockers, manage retention and renewals, and help benefits leaders and their advisors connect member access, engagement, outcomes, and financial value to clear decisions.
This role is for someone who can move from executive strategy to operating detail. You will diagnose what is blocking customer value, involve the right partners across Sword, and maintain a credible customer plan even when the process or internal owner is unclear.
AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.
Explorer (Level 1) — Uses AI daily to boost personal productivity
Builder (Level 2) — Creates workflows and tools that elevate the whole team
Integrator (Level 3) — Embeds AI into products and processes at scale
Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.
Build proactive account and renewal plans, identify risk early, and focus high-touch engagement where it can materially change the outcome.
Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across a portfolio of consequential enterprise accounts.
Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders, adapting the value story to each decision-maker.
Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance; understand how file specifications and data-flow issues affect customer confidence and results.
Secure the customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement.
Identify cross-functional breakdowns, engage the right partners across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations, and keep the customer informed through resolution.
Significant experience personally owning complex enterprise customer or client relationships after implementation, including renewals, retention, and account recovery.
Evidence of using quantitative customer-value data to make decisions and influence senior stakeholders.
Strong executive communication and the judgment to navigate competing customer, consultant, and internal priorities.
A record of identifying cross-functional breakdowns and engaging the right teams to execute a solution.
Comfort operating in a remote, fast-moving environment where priorities change and a process or owner may not yet be defined, while managing multiple consequential accounts and traveling up to 15%.
Employer health benefits, digital health, benefits navigation, wellbeing, PBM, or closely related experience.
Direct work with enrollment, utilization, claims, outcomes, ROI, billing, or member-engagement data.
Experience managing complex portfolios through multiple renewal cycles and organizational change.
In your first year, you will establish proactive renewal and retention plans, surface blockers earlier, expand access to eligible members where access is limiting results, and build executive and consultant relationships that increase confidence in Sword's value.
After you apply, unlock the direct contact details of the people who actually make the call. A quick follow-up makes you 5x more likely to land an interview.
Marcus Rivera
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