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 physical therapy, 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 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ 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. 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 Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role. Role Sword is hiring a Customer Success Manager to own a portfolio of approximately 20 to 30 large enterprise employer relationships. You will proactively surface renewal blockers, manage retention and renewals, and help benefits leaders and their advisors connect member access, engagement, outcomes, and financial value to clear decisions. This role is for someone who can move from executive strategy to operating detail. You will diagnose what is blocking customer value, involve the right partners across Sword, and maintain a credible customer plan even when the process or internal owner is unclear. What you’ll be doing • Build proactive account and renewal plans, identify risk early, and focus high-touch engagement where it can materially change the outcome. • Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across a portfolio of consequential enterprise accounts. • Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders, adapting the value story to each decision-maker. • Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance; understand how file specifications and data-flow issues affect customer confidence and results. • Secure the customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement. …