• Lead the end-to-end customer lifecycle for a portfolio of enterprise clients, with clear ownership of retention, adoption, time-to-value, and expansion readiness. • Build and maintain trusted, executive-level relationships with customer stakeholders, including C-suite leaders, benefits teams, and external partners. • Own and evolve Sword’s enterprise customer success motion, including implementation best practices, engagement strategies, QBR frameworks, and success metrics. • Manage and mentor a team of Customer Success Managers, providing coaching, performance feedback, and career development support. • Partner closely with Sales to ensure seamless handoffs, account planning, renewals, and expansion opportunities. • Provide executive oversight and orchestration for complex customer implementations, partnering closely with Implementation leadership to ensure on-time, on-value delivery. • Deliver quantifiable and qualitative insights to customers through reporting, regular business reviews, and strategic recommendations. • Develop and oversee client account plans, including opportunity sizing, success milestones, and investment recommendations. • Advocate for customer needs internally, influencing Product, Clinical, and Operations teams to address pain points and improve customer outcomes. • Own strategic initiatives within the Customer Success organization, continuously refining playbooks, processes, and tooling as the business scales. • Own and report on key Customer Success metrics including gross retention, net revenue retention, engagement, adoption, and expansion pipeline influenced.