Senior Client Success & Ops Lead

Free Market Health; Buffalo (NY); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

100% employer-paid individual medical,

vision premiums

Employer HSA contribution

Paid parental leave

401(k) match

Transportation and parking benefits

Flexible, collaborative work enviro n

Job summary

Free Market Health in Buffalo, NY, seeks a Senior Client Services Manager to drive day-to-day operational excellence for complex clients after implementation. You will lead client-facing initiatives, coordinate cross-functional teams, and ensure delivery aligns with timelines and outcomes.

You will mentor teammates, improve processes, and elevate service quality, client satisfaction, and retention as FMH continues to scale in healthcare technology.

Qualifications

• 7+ years of relevant industry experience, including specialty pharmacy experience.
• 4+ years in a client-facing role.
• 2+ years of people management or team leadership experience.
• Experience working for a pharmacy benefit manager (PBM).
• Demonstrated success delivering complex technical projects in a fast-paced environment.
• Experience applying established project management methodologies.
• Strong written, verbal, and presentation skills with the ability to build relationships at all levels.

Responsibilities

• Serve as the primary operational contact for director- and VP-level client stakeholders.
• Lead post-go-live operational projects and oversee client activity related to service delivery.
• Develop and manage project plans, milestones, task logs, documentation, and status updates.
• Guide internal teams on priorities, resources, timelines, risks, and delivery expectations.
• Evaluate project readiness for production based on scope, timing, quality, risk, and priorities.
• Coordinate requirements across internal partners to align with plans.
• Manage change requests and system configuration updates.
• Identify and implement process improvements to strengthen efficiency and client experience.
• Mentor newer team members and support their development.

Skills

Client leadership

Client-facing

People management

Project management

Pharmacy PBM experience

Stakeholder relations

Communication

Tools

Microsoft Office

Job description

Free Market Health in Buffalo, NY, seeks a Senior Client Services Manager to drive day-to-day operational excellence for complex clients after implementation. You will lead client-facing initiatives, coordinate cross-functional teams, and ensure delivery aligns with timelines and outcomes.

You will mentor teammates, improve processes, and elevate service quality, client satisfaction, and retention as FMH continues to scale in healthcare technology.