Senior Partner Success Manager

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. 

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ 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 2023, 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 $2 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 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

What you will be doing:

• Serve as the main point of contact and advocate for partners following the initial partnership sales phase.
• Define operational strategy and provide day-to-day support to partners throughout the partner lifecycle with the focus of driving enrollment, engagement, customer renewals and integration management.
• Work in close collaboration with clinical, operational, and technology teams to successfully represent the needs of the partner portfolio. Implements strategies for the selection and integration of clinical solution partners.
• Serve as a subject matter expert for Partner Success to aid the ongoing development of ecosystem partnerships by working with senior leadership peers within the Platform and Ecosystem Partnership teams to identify, select, collaborate with Partners to provide Sword R&D with the underlying business case(s).
• Create process and training materials for CSM teams so they’re equipped to manage clients coming through the partner channel and further expand opportunities.
• Support Channel Sales with the knowledge they need to build sales enablement materials for sales teams to promote our partner portfolio.
• Create annual/quarterly business reviews alongside Channel Sales and ensure on-time delivery of key reporting and partnership metrics.

What you will need to have:

• 5+ years’ work experience in healthcare partnerships, healthcare consulting, or Software-as-a-Service (SaaS) customer success.
• Ability to think strategically and systemically while executing methodically.
• Must have: Previous experience in customer success management, implementation, or consulting.
• Entrepreneurial with an ability to design plans with comprehensive documentation (that any internal stakeholder can follow), yet flexible enough to respond to change while balancing priorities.
• Proactive, accountable, and thoughtful with high attention to detail and strategic problem-solving skills.
• Strong presentation skills and ability to articulate product vision and roadmap to stakeholders.
• Interest in the healthcare industry and the challenges/complexities of industry transformation.
• Desire to contribute to high visibility, strategic projects within the organization.