Senior Manager of Customer Success Operations

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. 
Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ 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, General Catalyst, and Khosla Ventures. 
Recognized as a Forbes Best Startup Employer in 2023, 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 $2 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 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.
Job Description:
Sword Health is looking for a leader to join our Commercial Operations team and to manage a high-impact operations and strategy team at the forefront of our company’s growth. As Senior Manager of Customer Success Operations, you and your team will be responsible for developing and implementing strategic projects and process improvements that allow us to continue to deliver amazing outcomes to our customers as we scale.
As the leader on our Commercial Operations Team, you will take ownership over Customer Success’s most high-impact strategic projects and initiatives. You’ll manage a team of Customer Success Operations Managers who collaborate with teams across the company (including Customer Success, Commercial, Marketing, Clinical Operations, Product, Finance and Technology teams) to shape and optimize our strategy to realize Sword’s mission – to free 2 billion people from physical pain.

What You'll Do:

• Optimize Scalability: Streamline and enhance Customer Success processes to ensure efficient scalability.
• Training & Onboarding: Develop comprehensive training for existing Customer Success Managers and robust onboarding programs for new Managers. 
• Tool Implementation: Identify and implement tools to bolster Customer Success efficiency and drive seamless experiences.
• Leadership & Team Management: Act as a strong leader and manager, guiding and developing the team to excellence while promoting a positive and collaborative work environment.
• Cross-Functional Collaboration: Responsible for building and cultivating relationships across various departments, ensuring strong communication and synergy in achieving common goals.
• Forecasting & Demand Planning: Take the lead in forecasting and demand planning to ensure optimal resource allocation to meet customer needs.
• Data Integrity: Uphold data integrity across all systems, ensuring accurate and consistent information for strategic decision-making.
• Metric Reporting: Establish and oversee the reporting of key metrics to measure and track the Customer Success’ team performance. 

What You'll Need:

• 10+ years in Operations, Management Consulting, or Business Development
• Experience in Customer Success and B2B2C digital health space is a plus
• Experience building and leading high-performance teams
• Demonstrated success in building and cultivating cross-functional relationships
• A track record of improving operational performance in data-rich and fast-paced environments
• Strong communication and storytelling skills that allow you to communicate effectively at all levels across the organization both synchronously and asynchronously through clear documentation
• Tech-savvy; including a strong working knowledge of Salesforce and experience working with customer success management tools (e.g., Gainsight)
• Experience using analytics to drive business; able to analyze and pull insights from large data sets
• Ability to lead long term strategic planning as well as day-to-day tactical initiatives
• Adaptable and focused on delivering results in fast-paced and dynamic environments
• Passionate about bringing world-class healthcare to those who need it
• This role is remote with a preference for candidates in Salt Lake City with cap