Associate Director of Customer Success, Key Accounts

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to save millions for our 25,000 enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2024, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

We are seeking a strategic and results-oriented Associate Director of Customer Success, Key Accounts to oversee and grow relationships with the organization’s largest and most strategic customers. This role is pivotal in driving value for key accounts by leading customer success initiatives, ensuring seamless implementations, and identifying opportunities for account expansion. As a key member of the Customer Success leadership team, you will collaborate closely with cross-functional teams to align strategies and deliver outstanding results. Reporting to the Sr. Director of Customer Success, you will play a critical role in building and sustaining long-term partnerships that contribute to overall business growth.

• 1. Strategic Account Leadership:

• 2. Driving Customer Results:

• 3. Upsell and Revenue Growth:

• 4. Operational Excellence:

• Experience: 7+ years of experience in customer success, account management, or a related field, with 3+ years managing large, strategic accounts in a SaaS environment.
• Education: Bachelor’s degree in Business Administration, Economics, Finance, or a related field; Master’s degree preferred.
• Proven success in leading complex client implementations and driving account expansion.
• Experience managing executive-level relationships and delivering strategic value to enterprise customers.

• Exceptional leadership and team management abilities.
• Strong operational and strategic planning skills with a focus on execution.
• Excellent communication, negotiation, and relationship-building skills.
• Proficiency in data-driven decision-making and customer success technology (e.g., Looker, Salesforce).

• Experience in the healthcare or technology sectors.
• Familiarity with Saas, digital health solutions and services.
• Demonstrated ability to drive customer success initiatives and improve customer satisfaction metrics.

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.