Patient Success Manager - Sword Health

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment. As one of the first members of our German team, you'll help shape how we support patients as a Patient Success Manager.

Role

As Patient Success Manager you are the first personal point of contact for patients who want to start their back pain digital therapy (DiGA) with Kaia. You guide them through every step from sign-up to their first days in the program, answer their questions, and make sure nobody gets lost along the way.

This is a performance role: a large part of your compensation depends on how many patients you successfully help start their therapy. Your variable pay is almost fully uncapped: the more patients you help start their therapy, the more you earn.

What you’ll be doing

• Own a portfolio of patients who have signed up for Kaia and help them successfully start their therapy
• Explain in simple, empathetic language how Kaia works and how patients can use it, and address their questions and concerns
• Stay in contact with patients via phone, email, and messaging, and proactively follow up with those who need support
• Coordinate with doctors' practices and health insurers where needed
• Keep patient status accurate in our CRM at all times

What you need to have

• Native-level German (C2)
• 2+ years in a phone-based, target-driven role (e.g., sales, customer/patient success, patient coordination)
• A proven track record of hitting individual targets – and motivation from performance-based pay
• Empathy and patience with patients who often live with chronic pain and are not digital natives
• Highly organised; experience working in a CRM (e.g., HubSpot, Salesforce)
• Openness to working with new tools and technology in your daily work

AI Proficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity
• Builder (Level 2) — Creates workflows and tools that elevate the whole team
• Integrator (Level 3) — Embeds AI into products and processes at scale