Director of Customer Success

Sword

Remote

Full Time

Posted February 2, 2026

Not Specified

Remote

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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 team to ensure customer outcomes.
Own post-sale success and manage a portfolio of complex enterprise customers.
Define and implement the Customer Success operating model, including segmentation, coverage, and success strategies.
Drive retention, expansion, and advocacy to achieve growth targets.
Mentor and develop a team of 6-10 Customer Success Managers, overseeing performance and succession planning.
Collaborate 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.
Proven ability to own post-sale success across a portfolio of complex enterprise customers.
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.
Strong partnership skills to work closely with Sales, Implementation, Marketing, Product, Clinical, and Data teams.
Experience in managing customer retention, net revenue retention, and expansion outcomes.
Ability to develop and evolve customer success strategies, operating models, and playbooks to support long-term retention, expansion, and advocacy.
Full-time employment status with the legal right to work in the United States; no immigration or work visa sponsorship will be provided.
Experience working in or with healthcare or AI-driven healthcare platforms (preferred but not explicitly stated as mandatory).