VP of Customer Success
Sword Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $340,113 - $534,463 per year
Job Level
Lead
About the role
- Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end.
- Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience.
- Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence.
- Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms).
- Establish forecasting and demand planning models to ensure appropriate resourcing.
- Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes.
- Ensure data integrity across systems to support accurate reporting and decision-making.
- Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture.
- Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization.
Requirements
- 10+ years of executive level experience leading Customer Success teams.
- Proven ability to build and lead high-performing teams in fast-paced, data-rich environments.
- Strong cross-functional leadership skills with a track record of driving alignment and results.
- Excellent communication and storytelling skills, with the ability to influence at all levels through clear documentation and presentations.
- Strong analytical capabilities, including experience leveraging large datasets to drive insights and decisions.
- Tech-savvy with strong working knowledge of Salesforce and customer success platforms (e.g., Gainsight).
- Ability to balance long-term strategic planning with hands-on execution.
- Comfort operating in dynamic, rapidly scaling environments.
- Passion for improving healthcare access and outcomes.
Benefits
- Comprehensive health, dental and vision insurance*
- Life and AD&D Insurance*
- Financial advisory services*
- Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)*
- Health Savings Account*
- Equity shares*
- Discretionary PTO plan*
- Parental leave*
- 401(k)
- Flexible working hours
- Remote-first company
- Paid company holidays
- Free digital therapist for you and your family
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisprocess optimizationforecastingdemand planningperformance metricsdata integrityteam developmentstrategic planninghands-on execution
Soft skills
leadershipcommunicationstorytellinginfluencecollaborationanalytical thinkingadaptabilityproblem-solvingteam building