Lead, Client Success Manager

About Us:

Fusion Health was 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 the fastest-growing private companies in the United States for four consecutive years, #38 in the NY Tri-State area, and #8 in New Jersey. Fusion has also been recognized by Deloitte on its Fast 500 list 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 a Great 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, café, 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.

Fusion Health is seeking a bright, motivated, and outgoing Lead, Client Success Manager to join our Client Operations team as a remote role! We are looking for an ambitious team player who is target driven and passionate about achieving results.

What You'll Do:

This role is vital to our organization's mission and growth, and if selected, you'll work on the following challenging and interesting projects:

Post-Sales Implementation & Scalability:

• Manage post-implementation processes and tools across health systems, ensuring scalability and efficiency. 
• Drive adoption of Fusion’s products and services, focusing on client retention and long-term satisfaction. 
• Develop and execute strategies to maximize the value clients derive from Fusion’s solutions. 
• Applies advanced customer lifecycle strategy and connects operational processes, client data, and human development to drive predictable results.
• Cultivates a deep understanding of Fusion’s products, goals, mission, and clients
• Champions enhancements to client success playbooks, renewal forecasting models, and team processes.

Strategic Relationship Management:

• Cultivate and manage strategic relationships with health system stakeholders, including executives, mid-level managers, and frontline staff. 
• Build trusted partnerships through strategic, consistent communication grounded in client goals, and proactively influence stakeholders to drive measurable, high-impact outcomes

Data Collection & Analysis:

• Collect and analyze client data to guide satisfaction strategies and identify areas for improvement. 
• Uses advanced data-driven story-telling skills to support client success, highlight opportunities for product and service enhancements, and make independent and team decisions
• Create detailed reports and presentations using SQL, Excel, and PowerPoint to communicate insights and recommendations. 
• Interpret data, identify risks, and connect adoption insights to business outcomes.
• Leverage CRM and reporting systems to coach team members on prioritization and client engagement

Cross-Functional Collaboration:

• Partner with Fusion leaders in sales, product, and engineering to drive innovation and deliver value to clients. 
• Collaborate on product innovation and feature rollouts to address client needs and enhance their experience with Fusion’s solutions. 
• Coordinate with internal teams to ensure alignment and effective delivery of client objectives.
• Delivers clear, confident updates and represents the voice of both clients and team members.
• Pilots new engagement strategies or technologies and shares learnings department-wide.

People Management:

• Hands-on people management of a small team; driving growth, accountability, and outcomes aligned to company goals and objectives
• Shapes culture through mentorship, fairness, and transparent communication
• Acts as a credible peer to leadership, influencing cross-functional priorities
• Encourages team-wide experimentation with client journey improvements.

Travel & Client Engagement:

• Travel to client locations as necessary to strengthen relationships, support implementations, and address any concerns or opportunities (approximately 15% of the time)
• 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 Fusion’s products and services. 
• Success of implementation and onboarding processes. 
• Effectiveness of data-driven strategies and recommendations. 
• Feedback from client stakeholders and internal teams. 

Who You Are:

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:

• Bachelor’s degree in Business, Analytics, Information Systems, or a related field. A Master’s Degree in an applicable field is a plus.
• 8+ years of experience in Customer Success, Account Management, or SaaS leadership
• 1-3 years of experience in people management, mentorship, and leading a team

• Health-tech or healthcare industry experience is a big plus
• Excel at navigating ambiguity, creating scalable processes, and driving customer success.
• Operates with ownership and accountability in ambiguous environments, builds scalable processes, aligns cross-functional teams around customer impact, and leverages strong communication and analytical skills to deliver measurable outcomes.
• Use data-driven storytelling to influence stakeholders, leveraging SQL, Excel, and PowerPoint.
• Demonstrated hands-on experience with products and platforms such as HubSpot, Salesforce, JIRA, and Confluence is required.
  

Additional Details:

• This is a remote, full time, salaried role.
• Our normal hours of operation are Monday – Friday, 8:00 AM – 4:00 PM ET.
• 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 Fusion’s 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.

Compensation:

• Salary Range: $105,000 - $125,000
• At Fusion, our salary ranges are designed to be competitive within our size and industry. Compensation is just one component of a comprehensive total rewards package that also includes benefits, flexibility, and growth opportunities.
• Individual pay decisions are informed by several factors, including location, experience, qualifications, skillset, and internal equity across the organization. While we expect most offers to fall within the stated range, each compensation decision is made thoughtfully, with consideration for both the candidate’s unique profile and our commitment to pay parity.

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