Patient Success Manager

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

AI fluency is a core expectation at Sword. 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.

Role

As 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.

What you’ll be doing

• 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

What you need to have

• 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 organised; experience working in a CRM (e.g., HubSpot, Salesforce)
• Openness to working with new tools and technology in your daily work

*The range below reflects base, variable, and equity for this role.

This is a starting point, not a ceiling — once someone joins and proves they're outlier talent, we adjust quickly to make sure their compensation matches their impact.

Job titles may span more than one career level, so actual pay depends on skills, qualifications, experience, location, and market demand, among other factors. The range reflects base salary plus any variable, bonus, or sales incentives, and our estimate of the value of private company stock options where applicable. It's subject to change, and future stock value isn't guaranteed. Sword also offers additional benefits beyond total compensation.