Associate Director of Customer Success, Key Accounts

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 
With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to save millions for our 25,000 enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.
Recognized as a Forbes Best Startup Employer in 2024, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 
Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.
This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.
We are seeking a strategic and results-oriented Associate Director of Customer Success, Key Accounts to oversee and grow relationships with the organization’s largest and most strategic customers. This role is pivotal in driving value for key accounts by leading customer success initiatives, ensuring seamless implementations, and identifying opportunities for account expansion. As a key member of the Customer Success leadership team, you will collaborate closely with cross-functional teams to align strategies and deliver outstanding results. Reporting to the Sr. Director of Customer Success, you will play a critical role in building and sustaining long-term partnerships that contribute to overall business growth.

Key Responsibilities:

• 1. Strategic Account Leadership:
- Lead, mentor, and develop a team of customer success managers, fostering a culture of accountability, collaboration, and continuous improvement.- Serve as the primary executive sponsor and point of escalation for key accounts, driving engagement, satisfaction, and retention.- Develop and maintain deep relationships with key stakeholders within each account, understanding their business goals, challenges, and success metrics.- Create and execute customized account strategies to deliver value and align solutions with client objectives.

• 2. Driving Customer Results:
- Assist your team in developing and executing strategies to improve customer satisfaction, retention, and revenue growth within their portfolios - Partner closely with cross-functional teams, including Sales, Product, and Marketing, to ensure seamless onboarding and value realization.- Act as an escalation point to address complex client challenges, demonstrating a proactive and solution-oriented approach.- Support your customer success managers who own the end-to-end client implementation process, ensuring seamless onboarding experiences that set the foundation for long-term success.

• 3. Upsell and Revenue Growth:
- Responsible for achieving and exceeding an annual team growth target - Identify opportunities for account growth and support the CSMs on creating a strategy to attain growth targets- Build a pipeline of growth opportunities within the portfolio, with a focus on creating long-term value for both the client and the organization.

• 4. Operational Excellence:
- Collaborate with the Sr. Director of Customer Success to define and execute the department's strategic goals.- Monitor team performance and operational effectiveness, continuously identifying areas for improvement.

Qualifications:

• Experience: 7+ years of experience in customer success, account management, or a related field, with 3+ years managing large, strategic accounts in a SaaS environment.
• Education: Bachelor’s degree in Business Administration, Economics, Finance, or a related field; Master’s degree preferred.
• Proven success in leading complex client implementations and driving account expansion.
• Experience managing executive-level relationships and delivering strategic value to enterprise customers.

Skills:

• Exceptional leadership and team management abilities.
• Strong operational and strate