Director, Health Plan Customer Success

About the role

Sword Health is seeking a senior leader to own the success of its health plan partnerships. The Director, Health Plan Customer Success will drive revenue retention, expansion, and strategic relationships across a portfolio of major health plan accounts while leading a high‑performing team.

Key responsibilities

• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for the health‑plan segment, collaborating with the commercial team on renewals and new‑account integration.
• Lead, coach, and develop a team of approximately eight Health Plan Customer Success Managers and Advisors, ensuring top performance standards.
• Serve as the executive relationship owner with health‑plan stakeholders, including medical directors, VP of Contracting, and network leadership.
• Shape and evolve the health‑plan Customer Success operating model to improve scalability and impact.
• Demonstrate AI fluency at the required level, integrating AI tools into daily workflows and team processes.

Required profile

• Deep familiarity with how health plans evaluate and sustain clinical vendor partnerships.
• Strong commercial orientation toward retention, expansion, and revenue growth.
• Proven leadership ability to build, motivate, and hold a team accountable.
• Executive‑level communication skills for managing senior health‑plan stakeholders.

Required skills

What we offer

• Opportunity to shape AI‑driven healthcare delivery at a fast‑growing company.
• Leadership role with direct impact on enterprise‑level health‑plan relationships.
• Collaborative, mission‑focused culture dedicated to improving global health outcomes.