VP of Customer Success

Sword Health is seeking a VP, Customer Success to lead Customer Success Operations and Strategy within its Commercial Operations organization. This leader will drive high-impact strategic initiatives, operational excellence, and scalable processes to ensure world-class customer outcomes as Sword continues to grow. The role involves optimizing how Customer Success operates, scales, and delivers value in support of Sword’s mission to free 2 billion people from physical pain, partnering closely with various internal teams.

Must Have

• Own and drive critical operational and strategic initiatives end-to-end
• Optimize processes, workflows, and systems for scalability and customer experience
• Lead training and onboarding programs for Customer Success Managers
• Identify, implement, and optimize tools like CRM and CS platforms
• Establish forecasting and demand planning models
• Define, track, and report on key performance metrics
• Ensure data integrity across systems
• Manage and develop a world-class team of Customer Success Operations leaders
• Partner cross-functionally to define strategy and drive alignment
• 10+ years of executive level experience leading Customer Success teams
• Proven ability to build and lead high-performing teams
• Strong cross-functional leadership skills
• Excellent communication and storytelling skills
• Strong analytical capabilities with large datasets
• Tech-savvy with strong working knowledge of Salesforce and customer success platforms
• Ability to balance long-term strategic planning with hands-on execution
• Comfort operating in dynamic, rapidly scaling environments
• Passion for improving healthcare access and outcomes

Good to Have

• Experience in digital health, healthcare technology, or customer success within healthcare
• Prior ownership of Customer Success tooling, metrics frameworks, and operating models at scale
• Experience supporting or partnering with Clinical or Product organizations

Perks & Benefits

• Comprehensive health, dental and vision insurance
• Life and AD&D Insurance
• Financial advisory services
• Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)
• Health Savings Account
• Equity shares
• Discretionary PTO plan
• Parental leave
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family

Sword Health is shifting healthcare from human-first to AI-first through its AI Care platform, making world-class healthcare available anytime, anywhere, while significantly reducing costs for payers, self-insured employers, national health systems, and other healthcare organizations. Sword began by reinventing pain care with AI at its core, and has since expanded into women’s health, movement health, and more recently mental health. Since 2020, more than 700,000 members across three continents have completed 10 million AI sessions, helping Sword's 1,000+ enterprise clients avoid over $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies and over 44 patents, Sword Health has raised more than $500 million from leading investors, including Khosla Ventures, General Catalyst, Transformation Capital, and Founders Fund. Learn more at www.swordhealth.com.

Role:

Sword Health is seeking a VP, Customer Success to lead Customer Success Operations and Strategy within our Commercial Operations organization. This leader will own high-impact strategic initiatives, operational excellence, and scalable processes that enable world-class customer outcomes as Sword continues to grow. You will lead a team responsible for optimizing how Customer Success operates, scales, and delivers value in support of Sword’s mission to free 2 billion people from physical pain.

Team:

You will lead a high-performing Customer Success Operations team and partner closely with Sales, Commercial Operations, Marketing, Clinical Operations, Product, Finance, and Technology. As a senior leader within the Commercial Leadership Team, you’ll act as connective tissue across teams, aligning priorities, driving shared accountability, and ensuring Customer Success is equipped to scale effectively.

What you'll be doing:

• Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end.
• Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience.
• Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence.
• Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms).
• Establish forecasting and demand planning models to ensure appropriate resourcing.
• Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes.
• Ensure data integrity across systems to support accurate reporting and decision-making.
• Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture.
• Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization.

What you need to have:

• 10+ years of executive level experience leading Customer Success teams.
• Proven ability to build and lead high-performing teams in fast-paced, data-rich environments.
• Strong cross-functional leadership skills with a track record of driving alignment and results.
• Excellent communication and storytelling skills, with the ability to influence at all levels through clear documentation and presentations.
• Strong analytical capabilities, including experience leveraging large datasets to drive insights and decisions.
• Tech-savvy with strong working knowledge of Salesforce and customer success platforms (e.g., Gainsight).
• Ability to balance long-term strategic planning with hands-on execution.
• Comfort operating in dynamic, rapidly scaling environments.
• Passion for improving healthcare access and outcomes.

What we would love to see:

• Experience in digital health, healthcare technology, or customer success within healthcare.
• Prior ownership of Customer Success tooling, metrics frameworks, and operating models at scale.
• Experience supporting or partnering with Clinical or Product organizations.

Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below.

US - Sword Benefits & Perks:

• Comprehensive health, dental and vision insurance*
• Life and AD&D Insurance*
• Financial advisory services*
• Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)*
• Health Savings Account*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family

*Eligibility: Full-time employees regularly working 25+ hours per week

Note: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.

SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.