Senior Customer Success Manager, Health Plans

TL;DR

Senior Customer Success Manager, Health Plans (AI Health): Lead end-to-end lifecycle for high-priority health plan accounts, driving retention, satisfaction, and revenue growth with an accent on navigating payor landscapes (ASO, Fully Insured, Medicare, Medicaid) and championing clinical/economic ROI. Focus on building strategic relationships, architecting multi-year success plans, proving impact through data narratives, and influencing product evolution via payor feedback.

Location: United States, Remote. Applicants must have legal right to work in the United States; no immigration or work visa sponsorship provided.

Salary: $116,340 - $182,820 a year (includes base, variable and equity)

Company

AI Care platform reimagining healthcare delivery at scale across physical therapy, women’s health, cardiometabolic, and mental health, serving 700,000+ members and 1,000+ enterprise clients.

What you will do

• Own day-to-day account lifecycle as portfolio General Manager, driving retention, satisfaction, and revenue growth.
• Build trusted strategic relationships with health plan customers to exceed their clinical and economic objectives.
• Navigate payor landscapes across ASO, Fully Insured, Medicare, and Medicaid lines to align Sword’s value proposition.
• Maximize post-pull-through value by ensuring operational excellence and sustained enrollment for employer portfolios.
• Champion ROI through data analysis, compelling narratives, and high-impact business reviews.
• Develop multi-year account plans, own renewals/upsells, and collaborate internally for launches and enrollment targets.
• Act as voice of the payor to product team with feedback, regulatory insights, and competitive intelligence.
• Mentor juniors and build scalable processes for the Health Plan Customer Success team.

Requirements

• 5+ years in enterprise customer success/account management, ideally in digital health with health plan experience across fully insured, ASO, and Medicare lines.
• Experience building relationships with stakeholders, C-level executives, and third parties.
• Strong understanding of payor financials including MLR and value-based care models.
• Process-oriented with project management skills to handle multiple accounts/projects in ambiguity.
• Analytical and storytelling skills for influence and growth mindset.
• AI proficiency at minimum Explorer level (daily use for productivity).
• Collaborative, goal-oriented, adaptable, no ego, passionate about accessible healthcare.

Nice to have

• Builder/Integrator AI level experience.

Culture & Benefits

• Remote-first company with flexible working hours and discretionary PTO.
• Comprehensive health, dental, vision insurance; HSA; life/AD&D; supplemental insurance.
• 401(k), equity shares, parental leave, financial advisory services.
• Paid company holidays and free digital therapist for you and family.