Director, Health Plan Customer Success

What you'll be doing

• Own GRR and NRR across the health plan segment, partnering with Sword's Health Plans commercial team on renewals and new account integration.
• Lead a team of approximately eight Health Plan CSMs and Advisors to the highest performance standards: coaching continuously, developing talent, and acting decisively when someone is not meeting the bar.
• Serve as the executive relationship owner with health plan stakeholders, including medical directors, VP Contracting, and network leadership.
• Evolve the health plan CS operating model: mature how the team manages accounts, runs renewals, and delivers client reviews -- building on an existing foundation and raising the bar.
• Drive cross-functional collaboration with Product, GMs, Implementation, and Clinical to solve client problems and deliver on commitments.
• Translate member outcomes and program performance into business-impact narratives that land with plan-level leadership.

What you need to have

• Prior people leadership: you have set high performance standards, developed talent, and made hard calls when someone is not meeting the bar.
• Commercial accountability mindset: you measure success in retention and expansion outcomes, not relationship quality.
• Strong analytical and critical thinking foundation: you reason from facts and data, synthesize clearly, and communicate with brevity in writing and in conversation.
• High initiative and sound judgment: you identify what matters, act without waiting to be directed, and build influence across functions to drive outcomes.
• Experience working with, within, or in service of health plans, payors, or health systems, whether in account management, commercial strategy, operations, or consulting.

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 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
• To get to know more about our Tech Stack, check here.