Customer Success Representative

SWORD Health is seeking a Customer Success Representative to join its rapidly growing Canadian operations. This role involves managing the client lifecycle, leading implementation projects, cultivating strategic relationships, and driving client growth and engagement for a portfolio of partnership customers. The representative will also be responsible for optimizing team playbooks, renewal planning, and account expansion strategies, contributing to the company's mission of making high-quality musculoskeletal care accessible.

Must Have

• Drive client growth and engagement for partnership customers.
• Lead and optimize implementation projects, ensuring milestones are met.
• Cultivate strategic, growth-focused relationships with customers.
• Own and evolve high-impact areas of Customer Success, refining playbooks and strategies.
• Deliver actionable insights and growth metrics through reporting and reviews.
• Develop and execute growth-oriented account plans to maximize client value.
• 2+ years experience in customer success, implementation, or account management.
• Proficient in Google Sheets, Excel, or other data tools for analysis.
• Strong growth mindset and results orientation.
• Exceptional communicator and presenter.
• Highly organized with strong project management skills.
• Thrives in dynamic, startup environments.

Good to Have

• Passion for expanding access to world-class healthcare.
• Proven ability to meet or exceed growth targets.
• Skilled at building and deepening strategic relationships.
• Ability to influence through data analysis and compelling storytelling.
• Self-aware and humble, with a relentless drive for improvement.

Perks & Benefits

• 100% remote work (work from home)
• Early-stage opportunity to shape SWORD’s Canadian operations during hyper-growth
• Play a role in improving the Canadian healthcare system
• Stock options granted at hire

Each year, 2 billion people worldwide are limited by physical pain. SWORD allows members to complete personalized physiotherapy from the comfort of home, with ongoing support and supervision from our team of licensed clinicians. Our approach is clinically proven to be more effective than conventional care delivery models, consistently delivering best-in-class outcomes.

SWORD partners with insurers, health systems, and employers across the U.S., Canada, Europe, and Australia to make high-quality musculoskeletal care accessible to everyone. Our clients include some of the most forward-thinking Fortune 100 and 500 companies globally.

This is an exciting opportunity to join SWORD during a period of hyper-growth and expansion. Following our recent $4B valuation, we’re scaling our impact with high-caliber individuals who bring passion, commitment, and energy to create and deliver technologies, services, and products that advance human health.

Join us to make a difference at scale, working alongside a global team of innovators pioneering the future of healthcare.

Why join us

• 100% remote work (work from home)
• Early-stage opportunity to shape SWORD’s Canadian operations during hyper-growth
• Play a role in improving the Canadian healthcare system
• Stock options granted at hire

What you’ll do

• Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of partnership customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value.
• Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients.
• Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential.
• Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies.
• Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities.
• Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion.

Our ideal candidate

• Passionate about expanding access to world-class healthcare by driving measurable growth and value for clients;
• 2+ years of experience within customer success, implementation, or account management roles with a strong preference for implementation experience and a proven ability to meet or exceed growth targets;
• Skilled at building and deepening strategic relationships with partners, team members, customer stakeholders to drive account expansion and increase customer lifetime value;
• Proficient in Google Sheets, Excel, or other data tools to analyze account data, track growth metrics, and report on account health and expansion opportunities;
• Strong growth mindset and results orientation; adept at identifying opportunities to upsell, cross-sell, and deepen engagement within managed accounts;
• Ability to influence through data analysis and compelling storytelling, effectively positioning product value and guiding clients towards impactful outcomes;
• Exceptional communicator with the skill to push back constructively to align client expectations and manage complex technical integrations;
• Excellent presentation skills in both webinar and live formats, tailoring approaches to maximize engagement and communicate growth potential to various audiences;
• Highly organized with strong project management skills, able to oversee multiple customer relationships, drive growth initiatives, and keep stakeholders aligned on key deliverables;
• Thrives in dynamic, startup environments, with a bias towards collaboration, adaptability, and goal orientation;
• Self-aware and humble, with a relentless drive for improvement; brings a “no ego” approach to teamwork and strategic growth.