Manager, Client Success

Position Title: Manager, Client Success
Department: Customer Experience
Reports To: Director Client Success
Supervisory Responsibilities: Yes
Location: US Remote

Overview: The Manager of Client Success is 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:

Team Leadership & Development

• 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 to identify risks, prioritize actions, and improve outcomes.
• Promote effective use of AI-assisted tools, automation, and technology to improve efficiency while ensuring appropriate oversight and validation.
• Identify and implement 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, and presentation abilities.
• Ability to leverage reporting, metrics, and client insights to identify trends, risks, opportunities, and improvement initiatives.
• Ability to influence cross-functional stakeholders and drive alignment across teams.
• Advanced ability to leverage AI-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.
• Experience operating within a technology company offering SaaS or integrated solutions.
• Insurance and/or payments industry 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.