Customer Success Manager

Job Summary
 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
The Customer Success Manager role is responsible for ensuring customer satisfaction and retention. You will work cross-functionally to optimize account performance, maximize product/services adoption, and track client short-term and long-term objectives. This role is critical in contributing to the company's growth and reputation.

Job Description
 

Key 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

Required Experience & Qualifications

Minimum Qualifications:

• 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.

Preferred Qualifications:

• Experience driving partnerships in a remote-first environment

• Experience using Salesforce CRM

• Experience working in a high growth startup environment

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 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, and lift, carry, push, pull, and move light objects up to 20 pounds. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.

This position requires occasional travel therefore you must be able to sit for extended periods of time 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.

Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health's policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Salary and Benefits 

Salary Range: $80,000 - $105,000

Commission Eligible: Yes - 85/15

Travel: Yes - Required up to 25% of the time  

Location Requirement:  Alto is limited to individuals residing in the following states: Arizona, Arkansas, California, Colorado, Florida, Kansas, Maryland, Missouri, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Washington (WA), and Wisconsin.

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. 

Benefits: Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 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, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided 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, and a Lifestyle Spending Account allowance each month.

Application deadline: January 20, 2025

#LI-Remote 

Alto Pharmacy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at 

Alto Pharmacy considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, and New York City Fair Chance laws. We are an E-Verify participating company.

Alto Pharmacy recruiters and hiring managers may use automated decision-making tools to assist with identifying candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data-backed insights based on information provided in your resume, including work experience, education, and other skills. If you have any questions or would like to request an alternative process, please contact us at  To learn about Alto Pharmacy's privacy practices including compliance with applicable privacy laws, please click here.

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