Senior Customer Success Manager, Health Plans

Responsibilities

• Day-to-Day Account Ownership
• Lead the end-to-end lifecycle for a high-priority book of health plan business. You aren't just managing accounts; you are the "General Manager" of your portfolio, driving long-term retention, health plan satisfaction, and revenue growth.
• Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them.
• Navigate Complex Payor Landscapes: Masterfully navigate the nuances of various lines of business (ASO, Fully Insured, Medicare, and Medicaid) to ensure Sword’s value proposition resonates with diverse internal payor stakeholders.
• Partner Value Post-Pull-Through: Serve as the primary lead for the health plan’s employer portfolio. You will ensure operational excellence by identifying barriers to sustained enrollment and collaborating with plan partners to streamline the ongoing member experience.
• Champion Clinical & Economic ROI
• Act as a consultative partner by translating complex data sets into compelling narratives. You will prove Sword’s impact through rigorous reporting, and high-impact Business Reviews.
• Architect Account Plans
• Develop and maintain multi-year account success plans that identify white space for expansion, mitigate churn risks, and align Sword’s roadmap with the customer’s overarching population health goals.
• Internal Collaboration

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