VP, Client Services Management
The Role
We are seeking an experienced VP, Client Services Management who will be accountable for the overall health, performance, and strategic success of a Free Market Health client. This role will own end-to-end accountability across client satisfaction, operational execution, delivery performance, escalations, and program outcomes – bringing together Client Services and PMO delivery under a single operational leader.
What You’ll Do:
- Client Services Leadership
- Translate client priorities into actionable goals and operating plans
- Lead core team dedicated to client account support including CS Directors/Managers and dedicated Project Managers; ensure operational consistency and SLA performance
- Build and maintain a high-performing team
- Program Health & Performance
- Own KPIs, SLAs, and overall program health
- Identify risks early and drive mitigation strategies
- Cross-Functional Execution
- Drive coordination across internal teams; ensure clear ownership and timelines
- Lead resolution of complex, multi-team issues
- Continuous Improvement & Reporting
- Analyze performance trends and drive systemic improvements
- Ensure clear, consistent reporting on performance, risks, and outcomes
- Commercial & Growth Partnership (Sales – Matrixed)
- Partner with Sales to align strategy and expansion opportunities
- Ensure delivery aligns with commercial commitments; support renewals with performance insights
What We’re Looking For:
- 8+ years of experience in client services, operations, or program leadership roles
- Experience in healthcare, specialty pharmacy, PBM, or payer environments preferred
- Proven ability to lead large-scale, complex client relationships and cross-functional teams
- Demonstrated success operating in matrixed environments, particularly in partnership with Sales
- Strong executive presence with the ability to influence both internal and external stakeholders
- Exceptional analytical, problem-solving, and strategic thinking skills
- Experience managing senior-level talent and driving organizational performance
Life at FMH
Working at FMH means being part of a people-first culture where collaboration and balance matter. Our employee-led Culture Club helps foster connection through team events, volunteer opportunities, and both virtual and in-person social activities.
Benefits & Perks
- 100% employer-paid medical, dental, and vision premiums for individual coverage, with additional support for employees who cover dependents
- Employer funded HSA contributions — we cover 100% of the individual deductible (and a significant amount for families) over the plan year
- Paid Parental Leave — Maternity leave fully supplemented for up to 12 weeks, with paid parental time thoughtfully provided so both parents can bond with their new child during this meaningful season of life
- 401(k) with company match, supporting long-term financial wellbeing
- Onsite & Transportation Support — Employees may receive fully subsidized onsite parking or pre-tax commuter FSA contributions.
- Dependent Care FSA, allowing employees to save pre-tax dollars for childcare expenses
- Employer-paid short and long-term disability, providing protection and peace of mind
- Optional employee-paid protection benefits including Accident, Critical Illness, Legal Aid, and Identity Theft coverage
Why FMH
FMH is building infrastructure that helps simplify one of the most complex areas of healthcare. Team members have the opportunity to do meaningful work, operate with high levels of ownership and autonomy, and help shape how the organization scales during a critical stage of growth.
FMH is committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process. If you need assistance or accommodation due to a disability, please contact us and we will work with you to meet your needs.
Service, Delivery & Support
Pittsburgh, PA