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Job Description
The Director of Customer Success is a senior leadership role responsible for managing and scaling the enterprise customer success team, ensuring clients achieve measurable clinical and economic outcomes from Sword Health's AI Care platform, and driving customer retention, expansion, and advocacy.
Key Responsibilities
- Lead and scale the enterprise Customer Success function to ensure customer outcomes from the AI Care platform
- Own post-sale success and manage a portfolio of complex enterprise customers to achieve retention, expansion, and advocacy goals
- Define and scale the Customer Success operating model, including segmentation, coverage, capacity planning, and success strategies
- Manage and mentor a team of 6-10 Enterprise Customer Success Managers, overseeing performance, development, and succession planning
- Partner with Sales, Implementation, Marketing, Product, Clinical, and Data teams to align customer outcomes with company strategy
Requirements
- Experience leading and scaling an enterprise Customer Success function, with direct accountability for customer outcomes in a senior leadership role.
- Proven ability to own post-sale success across a portfolio of complex enterprise customers, including responsibility for gross retention, net revenue retention, and expansion outcomes.
- Experience defining and scaling an enterprise Customer Success operating model, including customer segmentation, coverage ratios, capacity planning, and success motions aligned to growth targets.
- Experience managing and mentoring a team of approximately 6 to 10 Enterprise Customer Success Managers, with responsibility for performance, development, and succession planning.
- Ability to balance hands-on customer leadership with team development and cross-functional influence, including partnering closely with Sales, Implementation, Marketing, Product, Clinical, and Data teams.
- Full-time employment with a legal right to work in the United States; immigration or work visa sponsorship will not be provided.
- Experience in healthcare or AI-enabled healthcare platforms is preferred but not explicitly mandated; the requirement is for senior enterprise leadership experience in customer success roles.
Benefits & Perks
Comprehensive health, dental and vision insurance
Life and AD D Insurance
Financial advisory services
Supplemental Insurance Benefits
Accident, Hospital and Critical Illness coverage
Health Savings Account
Equity shares
Discretionary PTO plan
Parental leave
401 k retirement plan
Flexible working hours
Remote-first work environment
Paid company holidays
Free digital therapist for employees and their families
Ready to Apply?
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