Client Success Manager I

One Inc; Northern (KY); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Remote work

Competitive compensation

Job summary

One Inc is seeking a Client Success Manager I to own post-go-live client experiences across Support, Engineering, Product, and Risk teams. You will manage day-to-day relationships, track client health, and ensure alignment with implementation best practices.

Responsibilities include leading CXRs, facilitating timely responses, and partnering with cross-functional teams to prevent escalations and drive satisfaction.

Qualifications

• Strong relationship management and communication skills, including presentations and client-facing discussions.
• Ability to understand business requirements and communicate effectively with functional and technical teams.
• Strong attention to detail and the ability to prioritize competing client needs and manage multiple activities simultaneously.
• Experience managing client health and facilitating remediation strategies.
• Working knowledge of support lifecycles for SaaS technology and/or integrated solutions.
• Ability to leverage AI-assisted tools and automation to improve productivity while ensuring accuracy and sound judgment.
• Relevant knowledge of the insurance industry and/or payment processing.
• Functional knowledge of cloud-based case management and ticketing systems including Salesforce and Jira.
• Proficient in Microsoft Office Suite, including Excel, PowerPoint, and Outlook, with the ability to analyze reports, review client data, and identify trends.
• Ability to travel up to 10% to customer locations, conferences, or company events.

Responsibilities

• Manage a portfolio of assigned client accounts and establish strong relationships with operational sponsors and stakeholders.
• Develop a strong understanding of the products and services utilized by assigned clients, the use cases that One Inc is helping solve, and how each client’s configuration and workflows align with implementation best practices.
• Utilize reporting, dashboards, and client engagement data to understand and monitor client health, identify risks, and help prevent escalations.
• Clearly set expectations regarding case workflows, communication practices, escalation paths, and operational processes.
• Regularly host Customer Experience Reviews (CXRs) that provide clients with visibility into their operational experience, support trends, top focus items, recent communications, and action items.
• Partner with Support, Product, Payment Operations, Risk, and Engineering teams to facilitate timely responses, updates, and resolution of client concerns.
• Support client health improvement and Path-to-Green initiatives by identifying risks, documenting actions, and completing assigned follow-up activities.
• Ensure client interactions, Salesforce documentation, case oversight, and communications are accurate, timely, and aligned with Client Success standards.
• Identify and communicate recurring client concerns, experience gaps, and improvement opportunities to support continuous improvement initiatives.
• Maintain awareness of product updates, operational changes, and client communications to effectively educate and support assigned clients.

Skills

Relationship management

Client communications

Attention to detail

Multi-tasking

Travel up to 10%

SaaS knowledge

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce

Jira

Excel

PowerPoint

Outlook

Job description

• Pay or shift range: $75,000 USD to $85,000 USD

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Position Title:Client Success Manager I
Department: Operations
Reports To: Manager, Client Success
Supervisory Responsibilities: NA
Location: US Remote

Overview: The Client Success Manager Iis responsible forensuring that One Inc clients have a seamless and positive post-go-live experience. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance.

You will engage assigned clients through regular Customer Experience Reviews (CXRs),maintainalignment with operational sponsors and stakeholders, and proactivelyidentifyopportunities to improve client experience. This roleis responsible formanaging day-to-day client relationships, supporting operational success, and helping clients navigate One Inc processes and workflows.

The Client Success Manager Iservesas an operational partner focused on client satisfaction, escalation prevention, and effective cross-functional collaboration. This role is intended for individuals whodemonstratestrong relationship management, accountability, operational excellence, and an ability to effectively manage client needs through established processes and best practices.

Key Responsibilities:

• Manage a portfolio of assigned client accounts and establish strong relationshipswith operational sponsors and stakeholders.
• Develop a strong understanding of the products and servicesutilizedby assigned clients, theuse cases thatOne Inc is helping solve, and how each client’s configuration and workflows align with implementation bestpractices.
• Utilize reporting, dashboards, and client engagement data to understand andmonitorclient health,identifyrisks, and help prevent escalations.
• Clearly set expectationsregardingcase workflows, communication practices, escalation paths, and operational processes.
• Regularly host Customer Experience Reviews (CXRs) that provide clients with visibility into their operational experience, support trends, top focus items, recent communications, and action items.
• Partner with Support, Product, Payment Operations, Risk, and Engineering teams tofacilitatetimelyresponses, updates, and resolution of client concerns.
• Support client health improvement and Path-to-Green initiatives byidentifyingrisks, documenting actions, and completing assigned follow-up activities.
• Ensure client interactions, Salesforce documentation, case oversight, and communications areaccurate,timely, and aligned with Client Success standards.
• Identifyand communicate recurring client concerns, experience gaps, and improvement opportunities to support continuous improvement initiatives.
• Maintain awareness of product updates, operational changes, and client communications to effectively educate and support assigned clients.

Skills:

• Strong relationship management and communication skills, including presentations and client-facing discussions.
• Ability to understand business requirements and communicate effectively with functional and technical teams.
• Strong attention to detail and the ability to prioritize competing client needs and manage multiple activities simultaneously.
• Experience managing client health and facilitating remediation strategies.
• Working knowledge of support lifecycles for SaaS technology and/or integrated solutions.
• Ability to leverage AI-assisted tools and automation to improve productivity while ensuring accuracy and sound judgment.
• Relevant knowledge of the insurance industry and/or payment processing.
• Functional knowledge of cloud-based case management and ticketing systems including Salesforce and Jira.
• Proficient in Microsoft Office Suite, including Excel, PowerPoint, and Outlook, with the ability to analyze reports, review client data, and identify trends.
• Ability to travel up to 10% to customer locations, conferences, or company events.

Experience:

• 1-3 years of relevant experience.
• Experience supporting and managing an assigned portfolio of 20+ client accounts.
• Demonstrated abilityto build client relationships and collaborate effectively across teams.
• Insurance and/or payments experience preferred.
• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Additional Requirements:

• This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.
• Employment is contingent upon successful completion of background screening requirements.
• One Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Standard indoor office setting; exposure to computer screens.

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing:

Ability to hear in the normal audio range with or without corrections.

Company Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.

The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications withinboundpaymentprocessing andoutbounddisbursement, delivering a frictionless experience for both premiums and claim payments. With over$120billionin annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.

Headquarteredin Folsom, CA, One Inc offers competitive salaries, comprehensive benefits—including medical, dental, and vision insurance—a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters."

Join us in building the infrastructure that fulfills the promise of insurance.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Preferred

Bachelors or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.