Customer Success Representative
Sword Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$53,969 - CA$84,808 per year
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients;
- 2+ years of experience within 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.
Benefits
- 100% remote work (work from home)
- Early-stage opportunity to shape SWORD’s Canadian operations during hyper-growth
- Play a role in improving the Canadian healthcare system
- Stock options granted at hire
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successimplementationaccount managementdata analysisgrowth metricsupsellingcross-sellingproject managementstrategic planningreporting
Soft skills
relationship buildingcommunicationinfluencingstorytellingpresentation skillsorganizationadaptabilitycollaborationresults orientationgrowth mindset