Customer Success Manager

Job Summary

Job Summary About Fuze Health At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments - and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs.

Fuze Health's foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. Our growing portfolio brings together the capabilities of industry leaders including Lets Get Checked , Truepill, and Alto Pharmacy, to create a distinctive, unified force in healthcare. Together, we have the shared vision, advanced capabilities and talented teams to deliver next-generation solutions that patients and healthcare partners need today and into the future.

Job Description
- Customer Success Manager
- Fuze Health We are seeking a strategic, client-facing leader to manage our most complex enterprise relationships while also owning the strategy and execution of our quality improvement programs. This is a hybrid role for someone equally comfortable serving as a trusted executive partner to enterprise clients and driving measurable outcomes on HEDIS, STAR, and other clinical quality measures.

Key Responsibilities Enterprise Account Management

• Lead and manage trusted enterprise relationships, acting as the primary point of contact for inquiries and escalations from key decision-makers, aligning product value with business goals to ensure long-term strategic alignment.
• Oversee the complex customer lifecycle from strategic onboarding through retention, providing technical support, addressing inquiries, resolving issues, and ensuring product functionality meets specifications.
• Serve as the voice of the customer, collaborating with Product and Engineering teams on product reliability and feedback for improvements based on enterprise client needs.
• Provide consultative leadership, leveraging a proven track record managing the company's largest, most complex books of business to influence stakeholders across Operations, Legal, and Product/Engineering.
• Pioneer and execute expansion strategies, independently identifying and securing upsell and cross-sell opportunities to maximize satisfaction and retention.
• Drive cross-functional alignment so client success initiatives integrate with and support overall company growth and financial performance.
• Advocate for client interests, representing client needs and feedback internally to ensure the product roadmap reflects market demands.
• Track, analyze, and report on key metrics, including recurring revenue, margins, and satisfaction scores, to identify account risks early and lead complex escalation resolutions with data-backed updates.

Quality Improvement Programs

• Lead and oversee cross-functional initiatives focused on identifying and closing care gaps, improving member engagement, and delivering measurable outcomes for health plan and employer clients.

Strategy

• Develop, optimize, and execute gap closure plans.
• Establish annual quality improvement objectives and performance targets.
• Lead cross-functional teams to deliver measurable outcomes.

Program Operations

• Design and implement member outreach campaigns.
• Manage workflows supporting HEDIS and STAR initiatives.
• Optimize operational processes to improve completion rates and efficiency.
• Stand up a repeatable playbook for new quality measures as CMS/NCQA requirements shift.

Analytics & Reporting

• Build KPI dashboards and executive reporting.
• Monitor performance trends and identify opportunities for improvement.
• Turn outreach and completion data into specific, actionable recommendations each quarter.

Client Management

• Serve as executive liaison for quality initiatives.
• Present results and recommendations to senior client leadership.
• Support business development efforts and solution design.

Process Improvement

• Develop scalable and repeatable operational processes.
• Identify technology enhancements and automation opportunities.
• Implement best practices and continuous improvement methodologies.

Financial Management

• Develop business cases and ROI models.
• Manage program budgets and vendor relationships.

Required Experience & Qualifications

Minimum Qualifications

• Bachelor's degree required.
• 5+ years of experience in…