Patient Success Manager

About the Position

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. 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.

As a Patient Success Manager, you are the first personal point of contact for patients who want to start their back pain digital therapy (DiGA) with Kaia. You guide them through every step from sign-up to their first days in the program, answer their questions, and make sure nobody gets lost along the way.

You'll be one of the first members of our German team and will help shape how we support patients - with the right mix of personal contact and smart tools. This is a performance role: a large part of your compensation depends on how many patients you successfully help start their therapy. Your variable pay is almost fully uncapped: the more patients you help start their therapy, the more you earn.

Responsibilities

• Own a portfolio of patients who have signed up for Kaia and help them successfully start their therapy
• Explain in simple, empathetic language how Kaia works and how patients can use it, and address their questions and concerns
• Stay in contact with patients via phone, email, and messaging, and proactively follow up with those who need support
• Coordinate with doctors' practices and health insurers where needed
• Keep patient status accurate in our CRM at all times

Requirements

• Native-level German (C2)
• 2+ years in a phone-based, target-driven role (e.g., sales, customer/patient success, patient coordination)
• A proven track record of hitting individual targets – and motivation from performance-based pay
• Empathy and patience with patients who often live with chronic pain and are not digital natives
• Highly organized; experience working in a CRM (e.g., HubSpot, Salesforce)
• Openness to working with new tools and technology in your daily work

We Offer

• Competitive Total Compensation Range: €83.300 - €130.900 EUR
• Country-specific benefits may vary and will be detailed separately

About the Company

At Sword, we use AI to surface the right information at the right moment. However, AI never replaces human judgment. We are 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 Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.

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