Customer Success Manager - Formation, stage

Fuze Health; Alton (IL); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Dental & vision

401(k) retirement plan

Life & AD&D insurance

FSA/HSA

commuter benefits

Paid parental leave

Flexible vacation

Holidays

Lifestyle Spending Account

Job summary

Fuze Health in Illinois is hiring a Customer Success Manager to steward strategic enterprise relationships and drive quality-improvement outcomes. You will partner with executives, lead onboarding and renewal efforts, and coordinate with Product/Engineering to ensure system reliability and client value.

The role demands 5+ years in healthcare operations or customer success, deep knowledge of HEDIS/STAR, and the ability to influence across Operations, Legal, and Product/Engineering in a

Qualifications

• Bachelor's degree required.
• 5+ years in Healthcare Operations or Customer Success.
• 3+ years leading HEDIS/STAR or quality programs.
• Experience managing relationships with C-suite executives.
• Strong understanding of NCQA and CMS quality measures.
• Technical aptitude to troubleshoot complex systems.
• Strategic, customer-centric thinker with analytical mindset.

Responsibilities

• Lead enterprise relationships as primary contact for executives.
• Oversee onboarding, retention, and product reliability across accounts.
• Collaborate with Product/Engineering on improvements based on client needs.
• Drive cross-functional alignment with Operations, Legal, and Finance.
• Monitor metrics like recurring revenue and satisfaction; manage escalations.
• Design and oversee quality initiatives, including HEDIS/STAR programs.

Skills

Healthcare operations

HEDIS/STAR programs

C-suite relationships

NCQA/CMS quality measures

Strategic thinking

Data analysis

Technical aptitude

Fast-paced environment

Education

Bachelor's degree

Job description

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.

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.

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.
• 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.

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.

Program Operations

• 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.

Client Management

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

Financial Management

• Manage program budgets and vendor relationships.

Qualifications

• 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 managing multiple high‑priority enterprise accounts and competing interests.

Experience

• Direct experience closing HEDIS or STAR care gaps at scale (population health management)
• Experience designing or running member outreach campaigns (call center, SMS, digital, or mail‑based)
• Experience managing contract renewals, SLAs, or escalations with enterprise health plan or employer clients
• Familiarity with quality measure lifecycle management (measure retirement, specification updates, new measure rollout)
• Experience navigating both the clinical/quality side and the commercial/account side of a healthcare business

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds. Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health’s policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Incentive Bonus Eligible: No

Travel : Yes

Alto Pharmacy, Fuze Health, LetsGetChecked, and Fuze Care Services can not take over, transfer, or sponsor any visa type at this time.

Full-time employee benefits include:

• dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program).

• Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month.

More Benefits Information Here: Fuze Health Benefits Site

#LI-Remote

All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at are an E‑Verify participating company.

Fuze Health recruiters and hiring managers may use automated decision tools to help identify candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data‑backed insights based on information provided in your resume, including work experience, education, and other skills. Fuze Health does not use automated decision tools to make hiring decisions; hiring decisions always involve human review and input.