Senior Customer Success Manager, SWORD Health
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Connecting physical therapists with technology
Open for applications
Connecting physical therapists with technology
501-1000 employees
Open for applications
+ Equity shares
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 are comfortable managing a range of accounts, who love building relationships with customers, and who are laser focused on delivering results
- The ideal fit will be an organized, detail-oriented, resourceful, and naturally collaborative individual with a passion for delivering better health care to those who need it most
- Passionate about bringing world-class healthcare to those who need it
- 5+ years of experience in enterprise-level customer success, implementation, or account management roles strong preference in the digital health or benefits space with implementation experience
- Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations/partners
- Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners
- Growth mindset and ability to influence via analytical and story-telling skills
- Strong communicator with the ability to push back in constructive ways with clients to drive overall success
- Excellent presentation skills in both the webinar and live presentation formats, adapting to audience needs to drive engagement
- Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
- Experience in Google Sheets, Excel, or other data tools to manage client eligibility and reporting tasks
- Comfortable with small teams and adapting to ambiguous start-up environments
- No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable
What the job involves
- Sword Health is looking for an entrepreneurial individual to join our fast-paced and dynamic Customer Success team
- You will work directly with customers and internal teams to onboard, manage, and grow Sword’s expanding portfolio of employer customers
- Manage the end-to-end client lifecycle for a growing list of enterprise customers — drive client implementation, employee engagement, and the demonstration of value
- Define, coordinate, and monitor the implementation project timeline, ensuring all tasks and milestones are completed promptly while serving as the single-point of contact for new clients in the post-sale experience
- Build trusted & strategic relationships with our customers — understand their needs / objectives and drive Sword’s clinical and economic outcomes to exceed them
- Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s) including marketing plans and renewal planning
- Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and annual business reviews
- Develop client account plans — estimate total opportunity, define key goals/milestones, and recommend investments needed to succeed
- Advocate for the needs of our customers internally, work with internal teams to solve pain points and deliver high customer satisfaction scores
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: $327.2m
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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