Senior Customer Success Manager, Health Plans - Sword Health

Sword Health is building AI to heal billions and unlock humanity’s full potential, pioneering AI Care—a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment. Sword is reimagining how care is delivered at scale across physical therapy, women’s health, cardiometabolic, and mental health.

AI Proficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework:

• 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

Every hire must demonstrate at least Level 1 proficiency.

Role Overview

Sword Health is looking for an entrepreneurial individual to join our fast-paced Health Plan Customer Success team. You will work directly with customers and internal teams to onboard, manage, and grow Sword’s expanding portfolio of health plan customers.

What You'll Be Doing

• Day-to-Day Account Ownership: Lead the end-to-end lifecycle for a high-priority book of health plan business, serving as the "General Manager" of your portfolio to drive retention, satisfaction, and revenue growth.
• Build Strategic Relationships: Partner with health plan customers to understand their objectives and exceed clinical and economic outcome goals.
• Navigate Complex Payor Landscapes: Navigate nuances across various lines of business (ASO, Fully Insured, Medicare, and Medicaid) to align Sword’s value proposition with key payor stakeholders.
• Maximize Partner Value: Lead the health plan’s employer portfolio, identifying barriers to sustained enrollment and streamlining member experience.
• Champion Clinical & Economic ROI: Translate complex datasets into compelling narratives, proving impact through reporting and high-impact Business Reviews.
• Architect Account Plans: Maintain multi-year success plans that identify expansion opportunities, mitigate churn, and align with population health goals.
• Internal Collaboration: Partner with Implementation and Marketing teams for seamless launches and aggressive enrollment targets.
• Payor Growth & Renewals: Own the renewal process and identify organic growth opportunities, working with sales to upsell new products or lines of business.
• Voice of the Payor: Distill payor feedback, regulatory requirements, and competitive intelligence to influence product evolution.
• Operational Excellence: Mentor junior team members and contribute to the Health Plan team playbook.

What You Need to Have

• Experience managing national and regional health plans across fully insured, ASO, and Medicare lines of business.
• 5+ years of experience in enterprise-level customer success or account management, ideally in digital health.
• Proven ability to build relationships with customer stakeholders, C-level executives, and third-party organizations.
• Strong understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.
• Strong process orientation with the ability to execute projects that improve Customer Success practices.
• Growth mindset with strong analytical and storytelling skills.
• Project management skills to manage multiple customers and deliverables simultaneously.
• Ability to create structure within an ambiguous environment.