Customer Success Manager - Spanish Speaking

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.

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.

• 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.
• Drive cross-functional alignment so client success initiatives integrate with and support overall company growth and financial performance.
• 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.

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.

• Design and implement member outreach campaigns.
• Manage workflows supporting HEDIS and STAR initiatives.
• Stand up a repeatable playbook for new quality measures as CMS/NCQA requirements shift.
• Monitor performance trends and identify opportunities for improvement.
• Turn outreach and completion data into specific, actionable recommendations each quarter.

• Serve as executive liaison for quality initiatives.
• Support business development efforts and solution design.

• Manage program budgets and vendor relationships.

• Bachelor's degree required.
• 5+ years of experience in Healthcare Operations or Customer Success, preferably within digital healthcare or pharmacy.
• 3+ years leading HEDIS, STARS, population health, or quality improvement programs.
• Proven success in complex healthcare client management, including confident management of relationships with C-suite executives.
• Deep understanding of NCQA and CMS quality measures.
• Strong technical expertise or aptitude for understanding and troubleshooting complex systems and applications.
• Strategic thinker with a customer-centric approach and the ability to understand program and process impact across the entire organization.
• Strong analytical mindset, with proficiency in data analysis and problem-solving to identify trends and inform executive decision‑making.
• Ability to thrive in a fast‑paced, dynamic environment, effectively…