Senior Commercial Analyst

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain.

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to save millions for our 25,000 enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2024, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact.

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

The Commercial Operation function is a critical component of Sword Health’s Go-To-Market machine and sits within the broader Revenue Organization. The Senior Commercial Analyst will work closely with the Commercial Operations leadership team to support Sword Health’s continued expansion and operational excellence. We are looking for a high performer with a growth mindset to join us and take responsibility for executing a variety of operational and strategic initiatives that are key to accelerating Sword’s success. This role will focus on driving efficiency across sales processes, delivering actionable sales reporting and driving strategic initiatives. The associate will take the lead on cross-functional strategic projects, collaborating with Marketing, Finance, Legal and Product.

**What you'll be doing**:
- Data Analysis and Reporting: Develop and maintain comprehensive customer success reports and dashboards to provide insights into customer health, engagement, adoption, retention, and key metrics like churn rate, customer lifetime value (CLTV), and Net Promoter Score (NPS);
- Forecasting and Planning: Support customer success forecasting, budget, and planning activities by providing accurate data analysis and insights. Collaborate with customer success leadership to develop targets and benchmarks for customer retention, expansion, and advocacy;
- Support management of current customer base: Support Customer Success Managers (CSMs) by providing actionable insights into customer portfolio performance, identifying at-risk accounts, and tracking key performance indicators (KPIs) related to customer health and success;
- Cross-Functional Collaboration: Work closely with product, engineering, marketing, finance, and sales teams to ensure alignment and support for strategic customer success initiatives. Provide insights and recommendations based on complex data analysis related to customer behavior and trends;
- Strategic Initiatives: Lead and participate in strategic projects and initiatives aimed at improving customer retention, increasing customer lifetime value, and scaling customer success operations. This could include developing new onboarding processes, implementing customer health scoring models, or optimizing renewal processes;
- CRM Management: Act as a product owner of the customer success platform (e.g., Gainsight, ChurnZero). Ensure data integrity, optimal user journeys for CSMs, and implement enhancements to support efficient customer management and success tracking;
- Assist in implementing and managing systems and tools that enhance customer success operations and enable CSM effectiveness: This could include CRM integrations, customer communication platforms, survey tools, and knowledge bases;
- Collaborate with customer success and account management teams to identify bottlenecks and opportunities for improvement in customer-facing processes: This could include onboarding, training, support, and renewal processes;
- Contribute to the development of strategies that drive customer retention, expansion, and advocacy: This could involve analyzing customer feedback, identifying upsell/cross-sell opportunities, and developing programs to encourage customer referrals and testimonials.

**What you need to have**:
- Bachelor’s degree in Engineering, Business, Finance, or a related field;
- 3-5 years of experience in strategy consulting, finance,