Customer Success Manager, SWORD Health
$90-110k
+ 7.5% bonus and an equity package
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
$90-110k
+ 7.5% bonus and an equity package
More information about location
501-1000 employees
Company mission
To free 2 billion people from pain.
Role
Who you are
- We are seeking Customer Success experts who excel at managing and growing diverse accounts, building strategic relationships, and delivering impactful, measurable results
- The ideal candidate is organized, detail-oriented, and resourceful, with a natural talent for collaboration and a strong passion for expanding access to quality healthcare for those who need it most
- Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients
- 3+ years of experience with in enterprise-level customer success, implementation, or account management roles with a strong preference for implementation experience and a proven ability to meet or exceed growth targets
- Skilled at building and deepening strategic relationships with partners, team members, customer stakeholders to drive account expansion and increase customer lifetime value
- Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities
- Strong growth mindset and results orientation; adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts
- Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes
- Exceptional communicator with the skill to push back constructively to align client expectations and manage complex technical integrations
- Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences
- Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables
- Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation
- Self-aware and humble, with a relentless drive for improvement; brings a “no ego” approach to teamwork and strategic growth
What the job involves
- Sword Health is looking for an entrepreneurial, growth-driven individual to join our fast-paced and dynamic Customer Success team
- In this role, you will work closely with partners, customers and internal teams to onboard, manage, and expand Sword’s portfolio of employer customers, playing a critical role in driving customer satisfaction, retention, and revenue growth
- Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of partnership customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value
- Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients
- Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential
- Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies
- Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities
- Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion
- Champion customer needs to support growth: Act as the voice of the customer internally, collaborating with teams to address pain points and deliver solutions that drive high satisfaction and pave the way for renewal and upsell opportunities
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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