Manager, Client Success

• Pay or shift range: $95,000 USD to $105,000 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:

Manager, Client Success
Department:
Customer Experience

Reports To:

Director Client Success

Supervisory Responsibilities:

Yes

Location:

US Remote

Overview:
The Managerof Client Successis responsible for leading a team of Client Success professionals to deliver exceptional client experiences.

This role ensures consistent execution of Client Success standards, develops team members through coaching and accountability, and leverages client insights, operational metrics, and cross-functional partnerships to proactively manage risk and improve outcomes. The Manager serves as both a people leader and client advocate, balancing team development with operational excellence and client value realization.

Key Responsibilities:

• Lead, develop, and mentor Client Success team members while fostering a culture of accountability, ownership, continuous improvement, and client advocacy.
• Establish clear performance expectations, operating standards, and development plans that support individual and team growth.
• Provide coaching and guidance on client leadership,sponsor relationships,strategic communication, and escalation management.

Operational Excellence

• Drive consistent execution of Client Success processes, engagement frameworks that enable proactive management of the client experience.
• Utilize reporting, client insights, and operational metrics toidentifyrisks, prioritize actions, and improve outcomes.
• Promote effective use of AI-assisted tools, automation, and technology to improve efficiency while ensuring appropriate oversight and validation.
• Identifyandimplement process improvements that enhance scalability, consistency, and overall client experience.

Cross-Functional Leadership

• Partner across Customer Experience and other functions to remove friction, improve the client journey, and strengthen long-term client relationships.
• Advocate for client needs while balancing operational realities and organizational priorities.
• Support cross-functional initiatives that improve the end-to-end client experience.

Skills & Abilities

• Strong leadership, coaching, and talent development skills.
• Advanced relationship management, communication,andpresentationabilities.
• Ability toleveragereporting, metrics, and client insights toidentifytrends, risks, opportunities, and improvement initiatives.
• Ability to influence cross-functional stakeholders and drive alignment across teams.
• Advanced ability toleverageAI-assisted tools and data insights to improve efficiency and decision-making while ensuring accuracy and professional judgment.
• Ability to travel up to 20% to client locations, conferences, and company events.

Experience:

• Bachelor's degree and 5+ years of experience in Client Success, Customer Experience, Account Management, Relationship Management, or a related field; or an equivalent combination of education and experience.
• Leadership experience managing and developing customer-facing professionals.
• Experienceoperatingwithin a technology company offering SaaS or integrated solutions.
• Insurance and/or payments industry 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…