Client Success Manager (West Coast, Pacific Time Zone)

Job Description

Job DescriptionSalary:

Fusion Health is seeking a Client Success Manager (West Coast, Pacific Time Zone) to join our dynamic Operations team. In this role, you will be responsible for ensuring the satisfaction and retention of high-value clients within health systems. You will drive the post-sales implementation process, cultivate strategic relationships with key stakeholders, and collaborate with cross-functional teams to deliver innovative solutions. The ideal candidate will have 5-7 years of client-facing experience, strong relationship management skills, and the ability to analyze data to enhance client satisfaction. Health-tech or management consulting experience is a plus, as is the ability to thrive in a fast-paced, evolving environment.

About Us:

Fusion Healthwas founded in 2006 and provides HealthTech solutions that proactively manage the quality of life for underserved patients managed by government agencies such as Public Health, Rehabilitation & Corrections. Our mission is to deliver impactful solutions that drive efficiency for clinicians in movement-restricted communities.

Fusion Health has been recognized by INC as one of thefastest-growing private companies in the United Statesfor four consecutive years,#38 in the NY Tri-State area, and#8 in New Jersey. Fusion has also been recognized byDeloitte on its Fast 500list of fastest-growing technology companies in the United States.

Building a quality team takes a lot of work. Our founder and CEO,Bryan Jakovcic(EY Entrepreneur of the Year) works hand in hand with our Human Resources team and we are searching the globe for the Fusionite of tomorrow. Our team is among some of the brightest and most inspiring in the industry. To boot, they love working at Fusion so much that we have been certified as aGreat Place to Work by Fortune!

We pride ourselves on our modern company culture as a vibrant and diverse group. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. Our headquarters is located in Woodbridge, New Jersey, just minutes from several major train stations. Lovingly known as HQ4, it features high-tech open working spaces, multiple meeting areas, caf, a gym, and an arcade! Our satellite office locations are also equipped with state-of-the-art technologies and similar amenities.

A positive culture is a core fundamental at Fusion. While we are looking for the brightest minds around, ideal Fusionites should be strong problem solvers, be able to work independently, have great communication skills, and have a fun/energetic personality.

To date, Fusion has phenomenal retention of our team members. Our fundamental belief is that employee satisfaction is critical to achieving our mission/vision, so we provide competitive compensation, professional development, career advancement opportunities, and a supportive team-based atmosphere. We also provide a full range of health-related benefits, including medical, dental, vision, life insurance, and 401K.

This role looks like...

TheClient Success team is vital to our organizations mission and growth. We are looking for an innovative self-starter with outstanding relationship management talent to join our team as a Client Success Manager. You will be responsible for customer satisfaction and client retention for high value clients. In this role, you will be responsible for:

• Implementing post-sales implementation processes and tools across health systems with a focus on scalability; drive adoption and ensure retention of clients
• Developing strategic relationships with health system stakeholders to ensure trust and collaboration
• Establishing credibility and trust with health system executives, mid-level managers, and frontline staff
• Collecting and analyzing data to guide client satisfaction strategies
• Partnering with key Fusion leaders (sales, product, technology) to drive innovation and value for Fusion clients including product innovation and feature rollouts
• Traveling to meet with clients, as necessary.

Post-Sales Implementation & Scalability:

• Manage post-implementation processes and tools across health systems, ensuring scalability and efficiency.
• Drive adoption of Fusions products and services, focusing on client retention and long-term satisfaction.
• Develop and execute strategies to maximize the value clients derive from Fusions solutions.

Strategic Relationship Management:

• Cultivate and manage strategic relationships with health system stakeholders, including executives, mid-level managers, and frontline staff.
• Establish credibility and trust through consistent and effective communication, demonstrating an understanding of clients' needs and goals.
• Act proactively to influence key stakeholders and drive impactful outcomes for clients.

Data Collection & Analysis:

• Collect and analyze client data to guide satisfaction strategies and identify areas for improvement.
• Use data to tell compelling, data-driven stories that support client success and highlight opportunities for product and service enhancements.
• Create detailed reports and presentations using SQL, Excel, and PowerPoint to communicate insights and recommendations.

Cross-Functional Collaboration:

• Partner with Fusion leaders in sales, product, and technology to drive innovation and deliver value to clients.
• Collaborate on product innovation and feature rollouts to address client needs and enhance their experience with Fusions solutions.
• Coordinate with internal teams to ensure alignment and effective delivery of client objectives.

Travel & Client Engagement:

• Travel to client locations as necessary to strengthen relationships, support implementations, and address any concerns or opportunities.
• Ensure that client visits and meetings are well-prepared and productive, providing actionable insights and solutions.

Key Performance Indicators (KPIs):

• Client satisfaction and retention rates.
• Adoption and usage metrics for Fusions products and services.
• Success of implementation and onboarding processes.
• Effectiveness of data-driven strategies and recommendations.
• Feedback from client stakeholders and internal teams.

You could be a great fit if...

We believe in harnessing diverse talents and perspectives, and if you believe you have what it takes to excel in this role, we want to hear from you. We look forward to reviewing your application if you have the following qualifications and experience:

• Have a Bachelors degree and 35 years in a client-facing role (Customer/Client Success).
• Are a self-starter with a proactive, problem-solving mindset.
• Have health-tech or healthcare industry experience (a plus).
• Excel at navigating ambiguity, creating scalable processes, and driving customer success.
• Take ownership and accountability, ensuring clients achieve measurable outcomes.
• Use data-driven storytelling to influence stakeholders, leveraging SQL, Excel, and PowerPoint.
• Are adept at cross-functional collaboration, aligning teams to drive customer impact.
• Have strong communication and relationship-building skills with a customer-first approach.
• Are detail-oriented and analytical, tracking key metrics to measure success.
• Have experience with technology platforms such as HubSpot, Salesforce, JIRA, Confluence, etc.
• Thrive in fast-paced, innovative environments, scaling solutions to meet evolving customer needs.

Additional Details:

• This is a fully remote position and the candidate must reside in the Pacific time zone. Our normal hours of operation are Monday Friday, 8:00 AM 4:00 PM ET, but this candidate will work an eight hour day in the Pacific Time Zone.
• Salary is DOE, please provide your salary expectations in the application
• This position description is not intended to be exhaustive, and other duties may be assigned as they arise.
• It is not expected that applicants have any familiarity with Fusions proprietary applications, Healthcare software, or Corrections/Public Health business processes. Qualified candidates will be able to demonstrate related experience and transferable skills that will work well with the Fusion team.
• At this time, this position is not eligible for employment sponsorship.
• Fusion is an equal employment opportunity employer.

For Internal Use only: In reference to our Employee Referral Program, this opening is 'Level 4'.

remote work