Matthew Fritsch
Customer Success & Onboarding
Bellefonte,PA
Summary
Implementation Manager with a track record of leading complex B2B SaaS projects from kickoff to launch. I focus on aligning systems, data, and workflows to real business goals, driving faster adoption and better results for customers. Comfortable working across Sales, Product, and Engineering to translate technical detail into practical solutions. Known for staying organized, solving problems quickly, and building strong relationships that last well beyond go-live.
Overview
11
11
years of professional experience
Work History
Implementation Manager
Fountain
Remote
01.2025 - Current
- Lead concurrent B2B SaaS implementations, guiding customers from kickoff through go-live.
- Translate complex requirements into scalable system configurations.
- Partner cross-functionally to deliver seamless onboarding experiences that accelerate time-to-value and adoption.
- Develop repeatable processes, documentation, and KPIs that improve implementation procedures and deliver first year expansions.
Customer Success Manager
Fountain
Remote
04.2022 - 01.2025
- Managed a portfolio of strategic enterprise B2B SaaS accounts, expanding ARR from $1.2M to $2.5M.
- Designed and deployed scalable onboarding workflows and custom training programs that enabled next-day go-lives.
- Built automated API workflows to streamline account management, eliminate manual processes, and surface actionable data.
Technical Support Account Manager
Optum
Remote
09.2020 - 04.2022
- Acted as SME and escalation point for the team, resolving high-priority issues quickly and accurately.
- Supported clinicians with white-glove service and managed reporting for the Clinical Support Center.
- Created knowledge base content and streamlined reporting to improve team efficiency.
Digital Sales Advisor
Walser Automotive Group
Bloomington, MN
01.2020 - 04.2020
Customer Specialist
Walser Automotive Group
Bloomington, MN
05.2019 - 01.2020
Jr Analyst (Special Agent)
Geek Squad - Best Buy
Richfield, MN
12.2017 - 04.2019
Advanced Repair Agent
Geek Squad - Best Buy
, State College, PA
08.2015 - 12.2017
Sales Consultant
Best Buy
State College, PA
12.2014 - 08.2015
Skills
- Project Management
- Customer Retention & Growth Strategy
- SaaS Integrations
- Data Analysis
- Process Mapping & Workflow Optimization
- API Automation
- Quality Assurance & UAT
- HR Tech Platforms
- Technical Aptitude
- Written & Verbal Communication
Affiliations
- Volunteering with the PA Department of Conservation and Natural Resources
- Amateur aquarist & gardener
- Small business enthusiast
Timeline
Implementation Manager
Fountain
01.2025 - Current
Customer Success Manager
Fountain
04.2022 - 01.2025
Technical Support Account Manager
Optum
09.2020 - 04.2022
Digital Sales Advisor
Walser Automotive Group
01.2020 - 04.2020
Customer Specialist
Walser Automotive Group
05.2019 - 01.2020
Jr Analyst (Special Agent)
Geek Squad - Best Buy
12.2017 - 04.2019
Advanced Repair Agent
Geek Squad - Best Buy
08.2015 - 12.2017
Sales Consultant
Best Buy
12.2014 - 08.2015