Customer Success Manager - FuzeRx

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.

Responsibilities

• Build and maintain trusted client relationships - acting as a primary point of contact for customer inquiries and escalations and ensuring timely responses.
• Onboard new customers, providing technical support, addressing inquiries, resolving issues, and ensuring product functionality meets specifications.
• Serve as voice-of-the-customer, collaborating with Product and engineering teams to address product reliability considerations and provide feedback for product improvements based on client needs.
• Develop strategies to maximize customer satisfaction and retention, identifying opportunities for upselling and cross-selling.
• Collaborate with cross-functional teams to align client success initiatives with overall company objectives and strategies.
• Work closely with finance team partners to track and stay informed of account financial performance of assigned clients.
• Represent client needs and feedback within the organization, advocating for their best interests and ensuring they receive optimal service.
• Track and report on key client success metrics (e.g., recurring revenue/margin, product adoption rates, satisfaction scores), providing clients with regular updates on their performance and outcomes.

Requirements

• 3+ years in Healthcare Consulting, Customer Success or Account Management Role; preferably in digital healthcare or pharmacy industry.
• Strong technical expertise or aptitude for understanding and troubleshooting complex systems and applications.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.
• Strategic thinker with a customer-centric approach and a focus on driving customer satisfaction and retention.
• Analytical mindset with proficiency in data analysis and problem-solving, able to identify trends and insights to inform decision-making.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders effectively.

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 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.
• Lift, carry, push, pull, and move light objects up to 20 pounds.
• Effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.
• Occasional travel requiring the ability to sit for extended periods on airplanes and/or in vehicles, lift and carry luggage independently, navigate long distances through airports and other travel locations independently, and adjust to different time zones and climates.

Applicants must be authorized to work for any employer in the U.S. and reside in one of the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin.

Pay

Salary Range: $108,000 - $135,000

Commission Eligible: Yes

Schedule

• Travel: Yes - Required up to 25% of the time
• Full-time employee benefits include 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.

Benefits

• Dental, vision, and multiple group medical plans to choose from.
• 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.
• Additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program).
• Lifestyle Spending Account allowance each month.