Director of Customer Success
Sword Health
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $187,810 - $295,130 per year
Job Level
About the role
- Lead the end-to-end customer lifecycle for a portfolio of enterprise clients, with clear ownership of retention, adoption, time-to-value, and expansion readiness.
- Build and maintain trusted, executive-level relationships with customer stakeholders, including C-suite leaders, benefits teams, and external partners.
- Own and evolve Sword’s enterprise customer success motion, including implementation best practices, engagement strategies, QBR frameworks, and success metrics.
- Manage and mentor a team of Customer Success Managers, providing coaching, performance feedback, and career development support.
- Partner closely with Sales to ensure seamless handoffs, account planning, renewals, and expansion opportunities.
- Provide executive oversight and orchestration for complex customer implementations, partnering closely with Implementation leadership to ensure on-time, on-value delivery.
- Deliver quantifiable and qualitative insights to customers through reporting, regular business reviews, and strategic recommendations.
- Develop and oversee client account plans, including opportunity sizing, success milestones, and investment recommendations.
- Advocate for customer needs internally, influencing Product, Clinical, and Operations teams to address pain points and improve customer outcomes.
- Own strategic initiatives within the Customer Success organization, continuously refining playbooks, processes, and tooling as the business scales.
- Own and report on key Customer Success metrics including gross retention, net revenue retention, engagement, adoption, and expansion pipeline influenced.
Requirements
- 8+ years of experience in enterprise customer success, account management, or related roles, with demonstrated progression into leadership.
- Experience managing and developing high-performing Customer Success teams.
- Strong background working with enterprise customers, ideally within digital health, healthcare technology, SaaS, or the benefits ecosystem.
- Experience supporting Fortune 1000 or similarly complex, multi-stakeholder enterprise customers, ideally across multi-year contracts and multi-geo deployments.
- Proven ability to influence executive stakeholders and navigate complex, multi-threaded customer relationships.
- Exceptional communication, storytelling, and analytical skills, with the ability to translate data into strategic insights.
- Strong program and project management capabilities, with experience managing multiple customers and initiatives simultaneously.
- Comfort operating in fast-paced, ambiguous, high-growth environments.
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 & Tools
customer successaccount managementproject managementdata analysisimplementation best practicesengagement strategiessuccess metricsopportunity sizingstrategic recommendationsperformance feedback
Soft Skills
leadershipcommunicationstorytellinganalytical skillsrelationship buildingmentoringinfluencingcoachingorganizational skillsadaptability