Client Success Manager

• 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.

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 for ensuring 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),maintain alignment with operational sponsors and stakeholders, and proactivelyidentifyopportunities to improve client experience. This roleis responsible for managing 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 relationships with operational sponsors and stakeholders.
• Develop a strong understanding of the products and servicesutilizedby assigned clients, theuse 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 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 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:

• 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 life cycles 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.
• Funct…