Premise Health is Different on Purpose

Premise Health serves large organizations and their people with exceptional healthcare. The result? Better experiences, better health, and better value, all while helping organizations lower their healthcare costs. 

Premise's mission is to help people get, stay, and be well. Come join us and see for yourself why amazing health starts with amazing healthcare. For more information, visit www.jobs.premisehealth.com. 

The Client Success Operations Manager is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients and delivering services that exceed expectations. Their focus will be to act as a voice of the department in interfacing with SBW Client Success team members, as well as representing the interest of the client to internal stakeholders, fostering a two-way relationship between SBW’s service delivery operations and client leadership. This role serves as a key contact for the SBW Client Success team while also working with Sales, Marketing, Coaching, Operations and Development to deliver excellent client experience. As Manager, you will partner closely with functional operational leaders to ensure customer needs, Service Level Agreements, and business goals are met.

This is a Full Time, remote, Client Success Operations Manager role.

What You'll Do

• Provide overall leadership and direct management of Client Success Managers and clients while ensuring responsibility for all aspects of daily operations including special projects as assigned.  
• Analyze internal Client Success Team operational workflow to determine gaps and enhancements.  
• Primary trainer and educator for all SBW operational processes and workflows for new and current Client Success Managers.  
• Act as the Implementation lead for all Product and Service Type client implementations  
• Ongoing Client Success Manager Operational Subject Matter Expert supporting CSM’s and client needs.  
• Support the AVP, Client Success in finding and hiring qualified Client Success Managers (CSMs).  
• Responsible for client retention, upsells, contract renewals and pricing.  
• Meet as needed with clients to facilitate strategic wellbeing sessions around performance optimization.  
• Ensure the timely delivery of our solutions according to client needs and objectives.  
• Clearly communicate the progress of weekly/monthly/quarterly initiatives.  
• Work closely with other members of the Client Success team to ensure all client processes are optimized, documented, and running efficiently.  
• Work closely with the AVP of Client Success to ensure each direct report portfolio is accomplishing objectives for retention, profitability, and client satisfaction.  
• Facilitate and lead team meetings, planning, and product deployments.  
• Perform regular assessments of client data to understand objectives, meet needs and resolve challenges.  
• Help gather and analyze the feedback from internal and external clients to ensure business goals are meeting the needs of the company’s strategic roadmap.  
• Establish self as key Client Success Team liaison into day-to-day operations by developing, maintaining, and growing strategic relationships.  
• Leverage internal departments such as Sales, Operations, Creative and Development to meet or exceed performance standards of established service level agreements (SLAs)  
• Work cross-functionally with internal departments to represent the client’s interests in prioritizing and executing on strategic and operational initiatives.  
• Implement solutions that best resolve client concerns; prevent and resolve escalated client issues; including any tasks, reporting, or other items as needed.  
• Identify new opportunities within the existing client accounts.  
• Perform ad-hoc projects and other duties as assigned.  

What You'll Bring

• Bachelor's degree in health promotion/wellness field preferred.  
• 5+ years of experience working in account and/or project management.  
• Experience interfacing with organizations and participants preferred.  
• Demonstrates project management and change management experience.  
• Experience working independently with minimum supervision and make decisions involving various TPAs, Premise Health stakeholders, locations, and clients.  
• Demonstrated experience learning and thriving in a constantly changing environment to cultivate relationships across teams.  
• Detail-oriented with strong organizational skills  
• Strong skills using Word, Publisher, PowerPoint, Excel, web tools, and/or other graphical packages.  
• Ability to work well with all groups of people within a corporate environment.  
• Ability to oversee a project requiring multiple resources, such as: co-workers, third-party vendors, brokers, client organizations, and/or independent contractors.  

Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers full-time team members benefits including medical, dental, vision, life and disability insurance, a 401(k) program with company match, paid holidays and vacation time, a company-sponsored wellness program, EAP, access to virtual primary care and virtual behavioral health at no cost for team members and their dependents. Additional benefits can be viewed here: https://jobs.premisehealth.com/benefits.

Premise is an equal opportunity employer; we value inclusion and do not discriminate based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy and related conditions), gender identity or expression, sexual orientation, age, physical or mental disability, genetic information, past, current or prospective service in the uniformed services, or any other characteristic protected under applicable federal, state, or local law.

Premise provides its reasonable and genuinely expected range of compensation for this job of $80,000.00 - $92,900.00 annually. A number of factors will influence the rate offered for this position, including your experience, qualifications, geographic location, and other factors. This position is eligible for an Annual Performance Incentive that is a percentage of base salary and awarded based upon individual annual evaluation and company financial performance.

For individuals living in Washington or Colorado: Premise offers the following paid time off benefits. Employees will be included in the company's Open Time Off plan and will receive 10 paid holidays or an equivalent bank of hours aligned to schedule throughout the calendar year. Paid sick leave is satisfied by the paid time off accrual, detailed above. 

This posting is anticipated to close within 10 days of 08/14/2026.

Should you have questions regarding this job posting, please contact askhr@premisehealth.com.