Customer Success Manager - Fuze Health

Fuze Health • Washington, NV

2d • $108,800 - $136,000 • Remote

About The Position

Fuze Health is seeking a strategic, client-facing leader to manage complex enterprise relationships and own the strategy and execution of quality improvement programs. This hybrid role combines executive partnership with enterprise clients and responsibility for measurable outcomes on HEDIS, STAR, and other clinical quality measures. The Customer Success Manager will oversee client relationships and lifecycles, drive account growth and retention, and lead quality initiatives for health plan and employer clients. The role also includes program operations, analytics and reporting, process improvement, client presentations, and financial management. The position is remote-eligible for applicants residing in the listed states and includes travel. It is commission eligible.

Requirements

• Bachelor's degree.
• At least 5 years of experience in Healthcare Operations or Customer Success; digital healthcare or pharmacy experience preferred.
• At least 3 years leading HEDIS, STAR, population health, or quality improvement programs.
• Proven success managing complex healthcare clients, including 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.
• Excellent communication and interpersonal skills, including the ability to build and influence relationships with senior internal and external stakeholders.
• Strategic, customer-centric approach and ability to understand program and process impacts across an organization.
• Strong analytical and problem-solving skills, with the ability to identify trends and inform executive decisions.
• Experience leading cross-functional teams in a matrixed environment.
• Ability to manage multiple high-priority enterprise accounts and competing interests in a fast-paced, dynamic environment.
• Direct experience closing HEDIS or STAR care gaps at scale in population health management.
• Experience designing or running member outreach campaigns through call center, SMS, digital, or mail channels.
• Experience managing contract renewals, SLAs, or escalations with enterprise health plan or employer clients.
• Familiarity with quality measure lifecycle management, including measure retirement, specification updates, and new measure rollout.
• Experience spanning both the clinical/quality and commercial/account sides of a healthcare business.
• Must be authorized to work for any employer in the United States; the company cannot transfer or sponsor visas.

Nice To Haves

• Experience in digital healthcare or pharmacy.

Responsibilities

• Lead enterprise client relationships as the primary contact for inquiries and escalations, aligning product value with business goals.
• Oversee customer lifecycle activities from strategic onboarding through retention, providing technical support, resolving issues, and ensuring product functionality meets specifications.
• Represent customer needs and feedback to Product and Engineering teams, contributing to product reliability and roadmap improvements.
• Provide consultative leadership to stakeholders across Operations, Legal, and Product/Engineering.
• Identify and secure upsell and cross-sell opportunities to support customer satisfaction and retention.
• Align client success initiatives with company growth and financial performance.
• Track and report on recurring revenue, margins, satisfaction scores, and account risks; lead complex escalations with data-backed updates.
• Lead initiatives to identify and close care gaps, improve member engagement, and deliver measurable outcomes for health plan and employer clients.
• Develop, optimize, and execute care-gap closure plans; establish annual quality improvement objectives and performance targets.
• Lead cross-functional teams delivering quality improvement outcomes.
• Design and implement member outreach campaigns and manage workflows supporting HEDIS and STAR initiatives.
• Improve operational processes, completion rates, and efficiency; establish repeatable playbooks for new quality measures as CMS and NCQA requirements change.
• Build KPI dashboards and executive reports, monitor performance trends, and convert outreach and completion data into actionable quarterly recommendations.
• Serve as executive liaison for quality initiatives, present results and recommendations to senior client leadership, and support business development and solution design.
• Develop scalable operational processes, identify technology and automation opportunities, and implement continuous improvement practices.
• Develop business cases and ROI models, and manage program budgets and vendor relationships.

Benefits

• Dental insurance
• Vision insurance
• Multiple group medical plans
• 401(k) retirement savings plan
• Group life insurance
• Accidental death and dismemberment insurance
• Flexible spending account (FSA)
• Health savings account (HSA)
• Commuter benefits
• Employer-paid short-term and long-term disability insurance
• Supplemental insurance plans, including spouse life insurance and legal insurance
• Employee assistance program
• Home health testing kits
• Fertility medication discount program
• Flexible vacation time
• Accrued paid sick time
• 10 paid holidays
• Two floating holidays for full-time non-exempt employees
• Eight weeks of paid parental leave for eligible employees, with additional paid weeks for the birthing parent
• Four weeks of paid caregiver leave
• Monthly Lifestyle Spending Account allowance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level