Client Success Manager
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Job Description
Client Success Manager ensuring customer satisfaction and retention for Fuze Health's clients. Leading cross-functional collaboration to drive account performance and product adoption.
Responsibilities:
- Lead and manage trusted client relationships - acting as a primary point of contact for customer inquiries and escalations, ensuring timely responses and as a trusted advisor to ensure client health and strategic alignment.
- Oversee the customer lifecycle, from strategic onboarding through retention - 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.
- Pioneer and execute strategies to maximize customer satisfaction and retention, actively identifying opportunities for upselling and cross-selling.
- Drive alignment for client success initiatives across cross-functional teams, ensuring they are integrated with and directly contribute to overall company growth 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, analyze, 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 and strategic, data-backed recommendations for performance and outcome improvement.
Requirements:
- 5+ 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.
Benefits:
- dental
- vision
- multiple group medical plans to choose from
- 401(k) retirement savings plan
- group life insurance
- (AD&D) insurance
- flexible spending account (FSA)
- 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)
- flexible vacation time
- accrued paid sick time
- 10 paid holidays
- (2 floating holidays for full time non-exempt employees)
- up to 16 weeks of paid parental leave for a birthing parent
- up to 8 weeks of paid bonding leave for non-birthing parents
- up to 12 weeks of family caregiver leave, including 4 paid, to support care for a family member
- a Lifestyle Spending Account allowance each month
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