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

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

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

Serve as a member of Sword's GRC team, contributing to security compliance across all products and services, with primary ownership of federal programs;

Define and maintain the CMMC assessment boundary, working across infrastructure, engineering, and business teams to ensure the scope is accurate and defensible;

Map NIST SP 800-171 practices to Sword's current environment and produce a clear, evidence-based gap analysis;

Translate identified gaps into prioritized remediation tasks with clear ownership, for audiences ranging from DevOps engineers to clinical operations managers;

Build and maintain the System Security Plan (SSP), Plan of Action and Milestones (POA&M), and all artifacts required for assessment;

Serve as Sword's primary interface with the C3PAO and assessment team during formal CMMC assessments;

Drive FedRAMP readiness in parallel, including control documentation, evidence collection, and continuous monitoring;

Contribute to audits and compliance activities across other active frameworks, including SOC 2 and HITRUST, as part of Sword's broader GRC program.

5+ years of hands-on experience in GRC, compliance, or security, with at least 3 of those years focused on federal compliance frameworks such as CMMC or FedRAMP;

Demonstrated experience owning deliverables and driving remediation through a CMMC, FedRAMP, or equivalent federal compliance effort;

Strong working knowledge of CMMC Level 2 practices, scoping methodology, and CUI handling requirements;

Ability to produce compliance documentation — SSPs, POA&Ms, gap analyses, control narratives — without heavy supervision;

Proven ability to communicate technical compliance requirements to non-technical stakeholders across engineering, operations, and business teams;

Experience engaging directly with external auditors and assessors, including evidence packaging and real-time response during assessments;

US citizenship required;

Ability to obtain a federal Public Trust designation if required by a sponsoring agency.

CMMC Certified Professional (CCP) credential, or active pursuit of it;

CMMC Certified Assessor (CCA) credential;

Hands-on experience with FedRAMP authorization packages, continuous monitoring, and agency ATO processes;

Background in defense contracting or regulated health tech environments;

Experience working across multiple compliance frameworks simultaneously (HITRUST, SOC 2, ISO 27001);

Familiarity with GRC platforms such as Hyperproof, Drata, or Vanta.

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

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

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

Own consultant influence and pipeline outcomes for your territory: Build and execute a territory plan that drives consistent consultant engagement and generates net-new, consultant-referred opportunities aligned to revenue goals.

Build deep relationships across top consulting and brokerage firms: Develop and expand senior relationships across priority firms and regional offices to establish preference for Sword and increase inclusion in evaluations and RFPs.

Map and grow office-level coverage: Identify and cultivate key stakeholders across each firm (practice leaders, subject matter experts, producers, and regional influencers) to create durable, multi-threaded relationships.

Enable consultants to confidently position Sword: Deliver clear, consultant-ready messaging through meetings, demos, lunch & learns, email campaigns, and other touchpoints so consultants can accurately and credibly recommend Sword to employers.

Partner with Sales and Customer Success to accelerate opportunities: Collaborate closely with Sales and CS to support active pursuits, align consultant strategies with account priorities, and ensure consistent messaging across the full buyer journey.

Drive consultant program participation and executive alignment: Strengthen Sword’s presence within consulting firm vendor programs and facilitate executive meetings to review market trends, wins, and joint growth opportunities.

Activate the market through events and strategic touchpoints: Plan and execute targeted events (office visits, executive sessions, regional gatherings) designed to deepen relationships and create pipeline, with clear goals and follow-through.

Maintain operational rigor and CRM discipline: Track relationship activity, influence, and outcomes in Salesforce (or similar CRM), maintain forecasting accuracy, and ensure clean attribution and data hygiene.

6+ years of experience interfacing with major benefits consulting and/or brokerage firms (e.g., WTW, Aon, Mercer, Lockton, Gallagher, USI, HUB, MMA), including an understanding of how consultants shape employer decisions.

Proven ability to build influential relationships that translate into business outcomes, including pipeline creation, referrals, and evaluation inclusion.

Strong business development skills, including prospecting, multi-threading relationships, and expanding presence across offices and stakeholder groups.

Excellent communication and presentation skills, with the ability to clearly position complex solutions and lead compelling meetings with senior stakeholders.

Comfort operating in a metrics-driven, revenue-accountable role, including ownership of a territory plan, pipeline tracking, and forecast hygiene.

Experience using Salesforce or similar CRM to manage contacts, opportunities, reporting, and data quality.

A self-starter mindset: high ownership, intellectually curious, and energized by building in a fast-moving environment.

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

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

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

Independently own pre-submission, submission and post-submission workflows of Sword’s Revenue Cycle operations

Identify, implement and quantitatively report out on areas of improvement in Sword’s existing billing operations that impact our path to profitability

Independently lead projects that scale manual, error-prone RCM operations with the goal of accelerating cash collections

Work on building new initiatives from the ground-up, such as international expansion pricing, billing and cash collections 

Identify potential areas of opportunity to leverage AI in order to reduce existing manual operations but also external cash-collection acceleration initiatives 

Partner with Sword’s Intelligence, Data and Product teams to build quarterly roadmaps that align with company-wide goals

Working closely with the Customer Success and Partner Success teams on all items related to customer and partner pricing, billing, payment items 

Developing self-serve dashboards that better support Commercial teams and eliminate the need for manual data manipulation

Support the project management of setting up new payment structures as Sword expands into additional solutions

Perform and streamline monthly activities related to reducing time to cash, managing denials and troubleshooting rejections

Work regularly with the Product team on scaling our home-grown billing tool 

Collaborate closely with the Data team in developing and validating financial metric dashboards that reduce manual reporting 

Work cross-functionally with the Accounting team on activities related to monthly close such as revenue recognition and payment reconciliation

Own the front-end of the billing lifecycle which includes participating in external calls with clients, payers, health plans; representing Sword as the reimbursement SME

At least 1.5 - 2 years of experience in a startup, or in management consulting

Comfort with ambiguity 

Advanced Excel/Gsheet skills

Excellent attention to detail

Experience working cross-functionally with different teams 

Efficient written and verbal communication skills 

Excitement to wear multiple “hats” and problem solve effectively

Undergraduate college degree

Revenue Cycle Management (RCM) knowledge preferred

We’d love to see someone who is self-motivated, resourceful and proactive about driving projects to success. Someone who is highly attentive to detail, has a learn-it-all attitude, and isn’t afraid to ask questions, take on a new challenge and grow with Sword

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

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

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

Driving Enrollments:  You’ll reach out to qualified leads, convert them over the phone, and encourage them to complete the enrollment process while offering support as needed;

Using Effective Closing Techniques:  You’ll apply proven strategies to address concerns, overcome objections, and successfully convert potential members into enrolled participants;

Delivering Outstanding Customer Interactions: You’ll engage with members over the phone, demonstrating empathy and a solution-oriented approach, creating meaningful connections, and ensuring a seamless experience;

Collaborating with Internal Teams:  You’ll work closely with Physical Therapists and customer service teams to ensure members receive accurate information and comprehensive support;

Leveraging Technology Effectively: You’ll utilize internal tools such as Zoom Workplace, Excel, Jira, Slack, and Notion to manage outreach, track engagement, answer questions, and optimize processes.

You should know how to use AI tools and techniques to enhance your daily productivity and decision-making.

2+ years of experience in outbound calling, telemarketing, or sales is highly preferred;

Excellent verbal communication and interpersonal skills;

Professional and courteous phone manner;

Ability to persuade and influence others;

Strong organizational and time management skills;

Ability to handle rejection and maintain a positive attitude;

Proficient in using computers and relevant tools (e.g Zoom Workplace, Excel, Jira, Slack, Notion);

High school diploma or equivalent (bachelor's degree preferred).

Being proficient in English (Spanish would be a plus)

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

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

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

Lead the design and implementation of advanced training programs tailored to address specific knowledge and performance gaps within the Customer Success team.

Develop and execute a cohesive strategy for enablement, ensuring alignment with global best practices in positioning Sword Health throughout the customer lifecycle process.

Oversee the onboarding process for new hires, ensuring they are fully integrated and equipped with the necessary tools and knowledge.

Collaborate with Customer Success leadership to create and manage enablement projects, such as playbooks for managers, training tracks, and certification programs.

Analyze and track performance metrics to assess the effectiveness of enablement initiatives, making data-driven adjustments as needed.

Serve as a key liaison between Customer Success teams and other departments, fostering cross-functional collaboration to enhance overall team performance.

8+ years of experience in Customer Success enablement, enterprise sales management, or a related field, with a proven track record of managing and delivering successful enablement projects from inception to completion.

Expertise in designing and implementing commercial training programs that drive measurable improvements in Customer Success readiness and performance.

Strong understanding of the Customer Success cycle, including common challenges and best practices.

Exceptional communication, presentation, and interpersonal skills, with the ability to influence and build relationships across all levels of the organization.

Proven ability to analyze performance data and translate insights into actionable strategies.

Demonstrated experience in leading cross-functional teams and driving collaboration across departments to achieve Customer Success objectives.

Experience working with AI-driven tools and platforms to enhance Customer Success enablement strategies.

A background in global Customer Success enablement, with a focus on supporting Customer Success teams across multiple regions or countries.

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

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

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

Serve as the primary point of contact and advocate for partners following the initial sales phase.

Define and execute the operational strategy for partners, providing day-to-day support throughout the partner lifecycle with a focus on driving enrollment, engagement, renewals, and successful integrations.

Operate cross-functionally across Implementation, Customer Success, and Partner Operations based on business needs and partner lifecycle stage.

Partner closely with clinical, operational, and technology teams to represent partner needs and support the selection and integration of clinical solution partners.

Act as a subject matter expert for Partner Success, supporting the development of ecosystem partnerships by working with senior leadership, Platform, and Ecosystem teams to evaluate, select, and collaborate with partners, and help build business cases for new partnerships.

Create processes, documentation, and training materials to enable Customer Success teams to effectively support clients through the partner channel and identify expansion opportunities.

Support Channel Sales by contributing to sales enablement materials and educating sales teams on partner capabilities and positioning.

Develop and deliver quarterly and annual business reviews with Channel Sales, and ensure timely delivery of partner reporting, performance metrics, and operational updates.

Troubleshoot operational, reporting, eligibility, and integration issues, and coordinate with internal teams to drive resolution. 

5+ years’ work experience in healthcare partnerships, healthcare consulting, or Software-as-a-Service (SaaS) customer success.

Strong project management skills required; this role manages multiple concurrent implementations, operational workstreams, and customer initiatives simultaneously.

Ability to think strategically and systemically while executing methodically.

Must have: Previous experience in customer success management, implementation, or consulting.

Entrepreneurial with an ability to design plans with comprehensive documentation (that any internal stakeholder can follow), yet flexible enough to respond to change while balancing priorities.

Proactive, accountable, and thoughtful with high attention to detail and strategic problem-solving skills.

Strong presentation skills and ability to articulate product vision and roadmap to stakeholders.

Interest in the healthcare industry and the challenges/complexities of industry transformation.

Desire to contribute to high visibility, strategic projects within the organization.

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

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

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

Day-to-Day Account Ownership: Lead the end-to-end lifecycle for a high-priority book of health plan business. You aren't just managing accounts; you are the "General Manager" of your portfolio, driving long-term retention, health plan satisfaction, and revenue growth.

Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them.

Navigate Complex Payor Landscapes: Masterfully navigate the nuances of various lines of business (ASO, Fully Insured, Medicare, and Medicaid) to ensure Sword’s value proposition resonates with diverse internal payor stakeholders.

Maximize Partner Value Post-Pull-Through: Serve as the primary lead for the health plan’s employer portfolio. You will ensure operational excellence by identifying barriers to sustained enrollment and collaborating with plan partners to streamline the ongoing member experience.

Champion Clinical & Economic ROI: Act as a consultative partner by translating complex data sets into compelling narratives. You will prove Sword’s impact through rigorous reporting, and high-impact Business Reviews.

Architect Account Plans: Develop and maintain multi-year account success plans that identify white space for expansion, mitigate churn risks, and align Sword’s roadmap with the customer’s overarching population health goals.

Internal Collaboration: Partner with Implementation and Marketing teams to ensure seamless launches and aggressive member enrollment targets.

Payor Growth & Renewals: Own the renewal process and identify organic growth opportunities, working closely with sales to upsell new products or expand into new lines of business.

Voice of the Payor: Serve as a bridge between the market and the Sword Product team. Distill payor-specific feedback, regulatory requirements, and competitive intelligence into actionable insights to influence our product evolution.

Operational Excellence: Mentor junior team members and contribute to the "playbook" of the Health Plan team, building the scalable processes necessary for a world-class Customer Success organization.

Experience with managing national and regional health plans across fully insured, ASO, and Medicare  lines of business.

5+ years of experience in enterprise-level customer success/account management or roles, ideally in digital health with health plan experience 

Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations

Strong understanding of the payor financial landscape, including medical loss ratios (MLR) and value-based care models.

Strong process orientation, with an ability to identify needs and execute projects that improve our Customer Success practice and relationships with partners.

Strong growth mindset and ability to influence via analytical and story-telling skills

Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing

Ability to create structure within an ambiguous environment.

Passionate about bringing world-class healthcare to those who need it

No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable.