Client Success Manager I

Summary

One Inc provides an insurance payments network that integrates digital communications with inbound payment processing and outbound disbursement for insurance carriers. The Client Success Manager I manages assigned client accounts, oversees post-go-live operational relationships, conducts Customer Experience Reviews, monitors client health, prevents escalations, and coordinates with cross-functional teams to resolve client concerns.

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
• 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
• 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
• This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs
• The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job
• 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
• See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents
• Ability to hear in the normal audio range with or without corrections
• Insurance and/or payments experience preferred

Qualifications

Must Haves

• 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
• 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
• This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs
• The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job
• 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
• See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents
• Ability to hear in the normal audio range with or without corrections

Nice to Haves

• Insurance and/or payments experience preferred

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Work-life balance
• Opportunities for career advancement across the team