Position Title: Client Success Manager I
Department: Operations
Reports To: Manager, Client Success
Supervisory Responsibilities: NA
Location: US Remote
Overview:
The Client Success Manager I is 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 proactively identify opportunities to improve client experience. This role is responsible for managing day-to-day client relationships, supporting operational success, and helping clients navigate One Inc processes and workflows.
The Client Success Manager I serves as an operational partner focused on client satisfaction, escalation prevention, and effective cross-functional collaboration. This role is intended for individuals who demonstrate strong relationship management, accountability, operational excellence, and an ability to effectively manage client needs through established processes and best practices.
This role supports a portfolio of English- and French Canadian-speaking clients and requires the ability to communicate professionally in both English and French.
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 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:
• Strong relationship management and communication skills, including presentations and client-facing discussions.
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Bilingual (English/French Canadian) required. Must be able to speak, read, write, and conduct professional business communications, presentations, and client-facing meetings in both languages.
• 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 ability to build client relationships and collaborate effectively across teams.
• Insurance and/or payments experience preferred.
Desired Traits:
• 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.
Environment:
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 with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.
Headquartered in 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.