Customer Success Manager

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, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need - and ultimately get back to lives lived in full. Since 2020, Sword has expanded across Musculoskeletal, Women’s Health, Cardiometabolic, and Mental Health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 1 million members across three continents have completed over 15 million AI sessions, helping 2,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 59 clinical studies, 43 patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare. Role Sword is looking for an Advisor, Health Plans to own several of our most strategically important health-plan relationships. This is a senior individual-contributor role with direct accountability for revenue retention, member marketing access, relationship strength, and the account conditions that enable cross-sell and upsell. You will act as the general manager of a concentrated payer portfolio. The work spans claims and ROI economics, marketing approvals, member access, product expansion, executive relationships, and complex operating dependencies across Sword, the plan, its subsidiaries, employer groups, and other stakeholders. Success requires the judgment to identify the real constraint, the analytical depth to understand the economics and evidence personally, and the authority to mobilize teams you do not manage. Sales will own commercial negotiations. You will make those negotiations more likely to succeed by building the relationships, gathering the intelligence, shaping the business case, and resolving the operating and value questions that determine retention and growth. AI Proficiency at Sword Health AI fluency is a core expectation at Sword Health. 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 Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role. What you'll be doing: Own the success of a concentrated portfolio of strategic health-plan relationships, protecting revenue retention and creating the conditions for growth. Secure and expand the approvals, channels, data, and subsidiary participation that put Sword in front of eligible members, then determine whether that access is producing enrollment, utilization, and value. Build a multi-threaded network across economic, clinical, operational, and executive stakeholders, including the people who can quietly block access, renewal, or expansion. Interrogate claims, utilization, outcomes, guarantees, attribution, and ROI evidence, then lead account strategy, value communication, business reviews, and escalations. Partner with Sales on cross-sell and upsell and mobilize Sword's internal specialists as resources in an account plan you still own. Operate with significant autonomy, identifying emerging risks and opportunities, defining strategy where playbooks do not exist, and driving execution across the organization. What you need to have: Substantial experience managing health plans as customers from a digital-health, healthcare-technology, benefits, navigation, PBM, payer-services, or similarly relevant vendor. A track record of retaining and growing consequential payer relationships, including securing marketing access or comparable downstream action. Working depth in claims and ROI economics, with the ability to interrogate methodology, reconcile conflicting evidence, and stand behind the account position. Strong executive judgment and exceptional written and verbal communication across functions, levels, and competing stakeholder interests. Hands-on analytical self-sufficiency and a low-ego, high-ownership operating style, plus willingness to travel domestically up to 10%. The ability to thrive in highly ambiguous environments where priorities evolve quickly and success depends on judgment rather than process. $147,700 - $232,100 a year *This range includes base, variable and equity. These compensation bands are just the starting point. Once someone joins and proves they’re outlier talent, we adjust quickly to ensure their compensation aligns with their impact. Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below. US - Sword Benefits & Perks: • 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 *Eligibility: Full-time employees regularly working 25+ hours per week Note: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided. SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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