Customer Success Manager, UK

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.

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.