Client Success Manager

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The Client Success team is vital to our organization’s 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 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. 
  
  

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 Fusion’s 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 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. 

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 Bachelor’s degree and 5+ 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 open to candidates in any U.S. time zone.
• Some schedule flexibility is required to support clients and teammates across multiple regions.
• 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: $78,000 – $120,000.
• 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'.