Customer Success Manager, UK at SwordHealth

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.

Role

Sword Health is seeking a growth-oriented CSM with an essential NHS background. You will manage the end-to-end client lifecycle, focusing on navigating complex NHS procurement, governance, and stakeholder landscapes to drive retention and account expansion.

What You Bring

• NHS Expertise: Deep knowledge of NHS operations and stakeholder management is essential.
• Experience: 2+ years in Customer Success, Account Management, or Implementation (bonus points for hitting growth targets).
• Data Fluency: You’re a pro at using Excel/Google Sheets to tell a compelling story through metrics.
• Startup Grit: You’re adaptable, highly organized, and bring a "no-ego" approach to a fast-paced environment.

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.

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

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

Lifecycle Management: Lead implementation and post-sale experiences for a diverse portfolio, prioritizing NHS accounts.

Strategic Growth: Develop account plans to maximize lifetime value, identify expansion opportunities, and exceed clinical/economic targets.

Project Oversight: Navigate NHS-specific compliance and procurement frameworks to ensure seamless project delivery.

Data-Driven Insights: Use quantitative reporting and business reviews to demonstrate ROI and "storytell" product value.

Relationship Building: Act as a trusted advisor to partners, managing both proactive strategy and reactive queries.

Mandatory: Direct experience working in or with the NHS (operational, procurement, or partnership roles).

Experience: 2+ years in Customer Success, Implementation, or Account Management (startup experience preferred).

Analytical Skills: Proficient in data tools (Excel/Google Sheets) to track growth metrics and account health.

Communication: Exceptional presentation and "constructive push-back" skills to align client expectations.

Mindset: Highly organized, collaborative, "no-ego" approach, and a bias toward action in fast-paced environments.

*This range includes base, variable and equity

These compensation bands are just the starting point. Once someone joins and proves they’re outlier talent, we adjust quickly to ensure their compensation aligns with their impact.

Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below.

• Health insurance
• Meal allowance
• Equity shares
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family