Associate Director of Customer Success, MidMarket

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 an innovative and results-driven Associate Director of Customer Success to lead and scale our customer success initiatives for clients with 5,000 lives or fewer. This leadership role is critical in driving client satisfaction, ensuring seamless implementations, uncovering upsell opportunities, and developing scalable, automated processes to optimize client engagement and success. Reporting to the Sr. Director of Customer Success, you will contribute to the vision and strategy for enhancing client satisfaction and fostering long-term partnerships.

What you'll be doing:

• Lead, mentor, and develop a team of customer success managers, fostering a culture of accountability, collaboration, and continuous improvement;
• Establish clear team objectives and KPIs aligned with customer success goals and company priorities;
• Provide coaching and career development opportunities to drive individual and team performance;
• Develop and execute strategies to improve customer satisfaction, retention, revenue growth and advocacy for clients with up to 5,000 lives;
• Partner closely with cross-functional teams, including Sales, Product, and Marketing, to ensure seamless onboarding and value realization;
• Act as an escalation point to address complex client challenges, demonstrating a proactive and solution-oriented approach;
• Support your customer success managers who own the end-to-end client implementation process, ensuring seamless onboarding experiences that set the foundation for long-term success.
• Design and implement processes, tools, and frameworks to deliver scalable and automated customer success services;
• Leverage data and analytics to monitor client health, forecast churn risk, and identify opportunities for deeper engagement;
• Develop self-service resources, training materials, and digital tools to enhance the client experience and improve operational efficiency;
• Collaborate with the Sr. Director of Customer Success to define and execute the department's strategic goals;
• Monitor team performance and operational effectiveness, continuously identifying areas for improvement.

What you need to have:

• Bachelor’s degree in Business Administration, Economics, Finance, or a related field; Master’s degree preferred;
• Minimum of 5 years in a leadership role within Customer Success or a related field, with a proven track record of strategic planning, implementation management, and portfolio growth;
• 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).

What we would love to see:

• 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.

To ensure you feel good solving a big Human problem, we offer:

• A stimulating, fast-paced environment with lots of room for creativity;
• A bright future at a promising high-tech startup company;
• Career development and growth, with a competitive salary;
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
• A stimulating environment with room for creativity;
• A flexible environment where you can control your hours (remotely) with unlimited vacation;
• Access to our health and well-being program (digital therapist sessions);
• Remote or Hybrid work policy.