• Lead and oversee customer engagement, consulting and/or analytics projects from inception to completion, ensuring timely delivery and high-quality outputs. • Develop and maintain strong relationships with customers, understanding their needs and translating them into actionable analytics solutions. • Collaborate and provide expert guidance to the product, engineering and data science teams, fostering a culture of continuous learning and improvement. • Ensure the alignment of analytics projects with business value. • Monitor project progress, manage risks, prioritize actions, and ensure adherence to budgets and timelines. • Present findings and recommendations to senior management and customers, effectively communicating complex data insight resulting in business value. • Develop strategy and lead execution of customer engagement extensions and renewals. • Stay updated with the latest trends and technologies in data analytics and apply them to improve our software. • Work with customers to gather software requests and prioritize backlog with product teams.

• Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of partnership customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value. • Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients. • Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential. • Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies. • Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities. • Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion.

• Entwicklung und Umsetzung einer ganzheitlichen Customer-Success-Strategie mit Fokus auf nachhaltigen Kund:innenmehrwert. • Definition, Steuerung und Reporting zentraler Customer-Success-KPIs entlang der Customer Journey. • Interne Vertretung der „Voice of the Customer“ und enge Zusammenarbeit mit Product, Sales und Marketing. • Verantwortung für ein skalierbares, wirkungsvolles Onboarding sowie für Adoption und langfristige Nutzung der Plattform. • Proaktives Monitoring von Customer Health Scores und Ableitung gezielter Maßnahmen zur Sicherstellung messbarer Mehrwerte. • Aufbau und Pflege belastbarer Beziehungen zu Entscheider:innen und C-Level-Stakeholdern bei strategischen Kund:innen. • Führung und Weiterentwicklung des Customer-Success-Teams als Player/Coach. • Enge, cross-funktionale Zusammenarbeit mit dem Management- und Leadership-Team. • Auswahl, Einführung und Weiterentwicklung von Customer-Success-Tools zur effizienten Skalierung.

• Partner with customer leadership to define clear business objectives (KPIs) and build Joint Success Plans. • Lead high-impact quarterly reviews with C-level stakeholders. • Own the retention number for your book of business. • Act as the internal "quarterback" for your clients. • Analyze engagement data to prescribe specific actions that increase the customer’s operational efficiency and revenue. • Provide consultative guidance on industry best practices (AEC workflows). • Translate complex enterprise feedback into actionable insights for our Product team.