Customer Success Advisor, Health Plans

Role

Sword is looking for an Advisor, Health Plans to own several of our most strategically important health-plan relationships. This is a senior individual-contributor role with direct accountability for revenue retention, member marketing access, relationship strength, and the account conditions that enable cross-sell and upsell.

You will act as the general manager of a concentrated payer portfolio. The work spans claims and ROI economics, marketing approvals, member access, product expansion, executive relationships, and complex operating dependencies across Sword, the plan, its subsidiaries, employer groups, and other stakeholders. Success requires the judgment to identify the real constraint, the analytical depth to understand the economics and evidence personally, and the authority to mobilize teams you do not manage.

Sales will own commercial negotiations. You will make those negotiations more likely to succeed by building the relationships, gathering the intelligence, shaping the business case, and resolving the operating and value questions that determine retention and growth.

What you’ll be doing

• Own the success of a concentrated portfolio of strategic health-plan relationships, protecting revenue retention and creating the conditions for growth.

• Secure and expand the approvals, channels, data, and subsidiary participation that put Sword in front of eligible members, then determine whether that access is producing enrollment, utilization, and value.

• Build a multi-threaded network across economic, clinical, operational, and executive stakeholders, including the people who can quietly block access, renewal, or expansion.

• Interrogate claims, utilization, outcomes, guarantees, attribution, and ROI evidence, then lead account strategy, value communication, business reviews, and escalations.

• Partner with Sales on cross-sell and upsell and mobilize Sword's internal specialists as resources in an account plan you still own.

• Operate with significant autonomy, identifying emerging risks and opportunities, defining strategy where playbooks do not exist, and driving execution across the organization.

What you need to have

• Substantial experience managing health plans as customers from a digital-health, healthcare-technology, benefits, navigation, PBM, payer-services, or similarly relevant vendor.

• A track record of retaining and growing consequential payer relationships, including securing marketing access or comparable downstream action.

• Working depth in claims and ROI economics, with the ability to interrogate methodology, reconcile conflicting evidence, and stand behind the account position.

• Strong executive judgment and exceptional written and verbal communication across functions, levels, and competing stakeholder interests.

• Hands-on analytical self-sufficiency and a low-ego, high-ownership operating style, plus willingness to travel domestically up to 10%.

• The ability to thrive in highly ambiguous environments where priorities evolve quickly and success depends on judgment rather than process.