Customer Success Manager - Fuze Health

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 LetsGetChecked, 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 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.

Job Description

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 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.

Superb communication and interpersonal skills, with the ability to build, maintain, and influence strong relationships with high-stakes internal and external stakeholders, including senior client leadership.

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.

Experience leading cross-functional teams in a matrixed environment.

Ability to thrive in a fast-paced, dynamic environment, effectively managing multiple high-priority enterprise accounts and competing interests.

Required 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

Additional Information

Additional Physical Job Requirements

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended period