Associate Director of Customer Success, SWORD Health
Scaled Accounts
+ Equity shares*
More information about location
Connecting physical therapists with technology
Be an early applicant
Connecting physical therapists with technology
501-1000 employees
Be an early applicant
+ Equity shares*
More information about location
501-1000 employees
Company mission
To free 2 billion people from pain.
Role
Who you are
- Bachelor’s degree in Business Administration, Economics, Finance, or a related field; Master’s degree preferred
- Minimum of 5 years in a leadership role within Customer Success or a related field, with a proven track record of strategic planning, implementation management, and portfolio growth
- Exceptional leadership and team management abilities
- Strong operational and strategic planning skills with a focus on execution
- Excellent communication, negotiation, and relationship-building skills
- Proficiency in data-driven decision-making and customer success technology (e.g., Looker, Salesforce)
Desirable
- Experience in the healthcare or technology sectors
- Familiarity with Saas, digital health solutions and services
- Demonstrated ability to drive customer success initiatives and improve customer satisfaction metrics
What the job involves
- This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents
- Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all
- We are seeking an innovative and results-driven Associate Director of Customer Success to lead and scale our customer success initiatives for clients with 5,000 lives or fewer.
- This leadership role is critical in driving client satisfaction, ensuring seamless implementations, uncovering upsell opportunities, and developing scalable, automated processes to optimize client engagement and success
- Reporting to the Sr. Director of Customer Success, you will contribute to the vision and strategy for enhancing client satisfaction and fostering long-term partnerships
- Lead, mentor, and develop a team of customer success managers, fostering a culture of accountability, collaboration, and continuous improvement
- Establish clear team objectives and KPIs aligned with customer success goals and company priorities
- Provide coaching and career development opportunities to drive individual and team performance
- Develop and execute strategies to improve customer satisfaction, retention, revenue growth and advocacy for clients with up to 5,000 lives
- Partner closely with cross-functional teams, including Sales, Product, and Marketing, to ensure seamless onboarding and value realization
- Act as an escalation point to address complex client challenges, demonstrating a proactive and solution-oriented approach
- Support your customer success managers who own the end-to-end client implementation process, ensuring seamless onboarding experiences that set the foundation for long-term success
- Design and implement processes, tools, and frameworks to deliver scalable and automated customer success services
- Leverage data and analytics to monitor client health, forecast churn risk, and identify opportunities for deeper engagement
- Develop self-service resources, training materials, and digital tools to enhance the client experience and improve operational efficiency
- Collaborate with the Sr. Director of Customer Success to define and execute the department's strategic goals
- Monitor team performance and operational effectiveness, continuously identifying areas for improvement
Our take
For a number of reasons including cost, only about 30% of patients complete their physical therapy regimens. This results in millions of people not receiving the full breadth of care they need to reach full recovery. And physical therapy practices are missing out on a massive amount of revenue potential.
SWORD Health’s clinical-grade virtual therapy platform pairs physical therapists with FDA-listed wearable technology to deliver personalized treatment plans that are more effective, easier and less expensive than traditional physical therapy. This encourages patients to complete their regimes, and allows practices to bolster their income.
The company works with insurers, health systems and employers across globe, with companies from the Fortune 100 and 500 companies included among its clients. It is the fastest-growing MSK company, and a double-Unicorn. New funding will support SWORD in its plans to prepare for an IPO, perhaps as early as 2025.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Jun 2024
$30m
LATE VC
Nov 2021
$163m
SERIES D
Total funding: $326.9m
Company benefits
- A stimulating, fast-paced environment with lots of room for creativity
- A bright future at a promising high-tech startup company
- Career development and growth
- The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare
- A stimulating environment with room for creativity
- A flexible environment where you can control your hours (remotely) with unlimited vacation
- Access to our health and well-being program (digital therapist sessions)
- Remote or Hybrid work policy
Company values
- People Over Profit - We only succeed when our members do, members over money, always
- Invent the Future - Innovation is in our DNA
- Always be Delighting - We don't stop at good enough, we go above and beyond to delight at every possible opportunity
Company HQ
Chelsea, New York, NY
Articles
Leadership
Virgílio Bento
(Co-Founder & CEO)Co-Founder of EX Capital. Received their PhD in Electrical Engineering from the Universidade de Aveiro.
Márcio Colunas
(Co-Founder & CSO)Co-founded EX Capital and Findster Technologies. Previously worked as an Analyst/Software Engineer at Neuroinova, and was a Researcher at the Universidade de Aveiro.
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