Director, Health Plan Customer Success

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.

Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare.

Sword Health is seeking a Director of Health Plan Customer Success to lead our health plan and payor partnership success function. This is a senior commercial leadership role with direct accountability for GRR, NRR, and relationship outcomes across a portfolio of major health plan accounts, and for leading a team of approximately eight Health Plan Customer Success professionals. The right candidate brings deep familiarity with hoe health plans evaluate and sustain clinical vendor partnerships, a commercial orientation towards retention and expansion, and the leadership instinct to drive a team to its highest performance.

AI Proficiency at Sword Health

AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

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Explorer (Level 1) — Uses AI daily to boost personal productivity

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Builder (Level 2) — Creates workflows and tools that elevate the whole team

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Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

What you'll be doing

• Own GRR and NRR across the health plan segment, partnering with Sword's Health Plans commercial team on renewals and new account integration.
• Lead a team of approximately eight Health Plan CSMs and Advisors to the highest performance standards: coaching continuously, developing talent, and acting decisively when someone is not meeting the bar.
• Serve as the executive relationship owner with health plan stakeholders, including medical directors, VP Contracting, and network leadership.
• Evolve the health plan CS operating model: mature how the team manages accounts, runs renewals, and delivers client reviews -- building on an existing foundation and raising the bar.
• Drive cross-functional collaboration with Product, GMs, Implementation, and Clinical to solve client problems and deliver on commitments.
• Translate member outcomes and program performance into business-impact narratives that land with plan-level leadership.

What you need to have

• Prior people leadership: you have set high performance standards, developed talent, and made hard calls when someone is not meeting the bar.
• Commercial accountability mindset: you measure success in retention and expansion outcomes, not relationship quality.
• Strong analytical and critical thinking foundation: you reason from facts and data, synthesize clearly, and communicate with brevity in writing and in conversation.
• High initiative and sound judgment: you identify what matters, act without waiting to be directed, and build influence across functions to drive outcomes.
• Experience working with, within, or in service of health plans, payors, or health systems, whether in account management, commercial strategy, operations, or consulting.

To ensure you feel good solving a big Human problem, we offer

• A stimulating, fast-paced environment with lots of room for creativity
• A bright future at a promising high-tech startup company
• Career development and growth, with a competitive salary
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare
• A flexible environment where you can control your hours (remotely) with unlimited vacation
• Access to our health and well-being program (digital therapist sessions)
• Remote or Hybrid work policy
• To get to know more about our Tech Stack, check here .