Customer Success Manager - Formation, stage

Fuze Health; Atlanta (GA); Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

FSA/HSA

Job summary

Fuze Health Inc. is seeking a strategic Customer Success Manager to lead enterprise relationships and drive quality-improvement programs, including HEDIS and STAR initiatives.

You will partner with Product and Engineering to translate client needs into reliable solutions, manage end-to-end account lifecycle, and report on key metrics while engaging C-suite stakeholders.

This hybrid/remote role offers compensation aligned with enterprise health care norms and a comprehensive benefits package.

Qualifications

• Bachelor's degree required.
• 5+ years 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 C-suite relationships.
• Strong analytical skills and data-driven decision making.

Responsibilities

• Lead and manage enterprise relationships, acting as primary contact for inquiries and escalations.
• Oversee client lifecycle from onboarding to retention, ensuring product functionality and success.
• Collaborate with Product and Engineering on feedback and improvements for enterprise needs.
• Track metrics like recurring revenue and satisfaction to identify risks and guide resolutions.
• Drive cross-functional alignment of client success initiatives with company growth.

Skills

Strategic thinking

Customer-centric

Executive communication

Analytical mindset

Problem solving

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. Fuze Health’s foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors.

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

• Establish annual quality improvement objectives and performance targets.
• 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.

Process Improvement

Process Improvement

Financial Management

Manage program budgets and vendor relationships.

Requirements

• 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.

Direct 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

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

Incentive Bonus Eligible: No

Travel

Travel

Visa & Sponsorship

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

Benefits

• 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:

Location

Fuze Health Benefits Site#LI-Remote

Equal Opportunity Statement

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

Verification Status

are an E-Verify participating company.

Recruitment Process

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.