Remote Client Success Manager I: Customer Growth Experience

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

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.