📍 Location: Washington, DC (Hybrid or Remote)

💰 Compensation: $75K base + bonus

About OneVillage

Healthcare is broken. Not because people don't care — but because navigating it alone is nearly impossible. At OneVillage, we're fixing that.

OneVillage is redefining what it means to deliver care across the health journey. We’re a fast-growing whole-health employee benefits platform that is revolutionizing supportive care - the emotional, practical, and logistical support that surrounds medical treatment and inproves outcomes and quality of life. We connect employees with expert navigators and coaches across insurance navigation, medical navigation, mental health, financial wellness, and more. We partner with employers, health systems, benefit consultants and advocacy organizations like the American Heart Association to make these services scalable and accessible for everyone.

Powered by our mission to close the care gaps traditional healthcare leaves behind, we’ve achieved a 96% client renewal rate and 95 NPS. We've coordinated emergency medevacs. We've helped members navigate cancer diagnoses, mental health crises, and impossible insurance battles. We've been there for the moments that no one else shows up for. And we're just getting started.

The Role

We're looking for a highly motivated, results-driven Customer Success Manager who is equal parts operator and relationship builder — someone who understands that in this business, client retention is earned one extraordinary interaction at a time. In this role, you will be responsible for the entire post-sale customer lifecycle, ensuring customers are successfully onboarded, see measurable results from the use of OneVillage, and ultimately renew. The position combines relationship management, platform expertise and commercial accountability to drive retention, satisfaction and growth, and is ideal for a detail-oriented individual with strong communication skills and who thrives on building client relationships.

This full time role is based in Washington DC and represents a rare opportunity to build a function from the ground up at a pivotal point in our growth. As our first Customer Success Manager, in partnership with OneVillage’s founder, you’ll have the opportunity to define best practices and lay the foundation for a critical function that scales with the business in partnership. If you’re excited about writing the playbook rather than following one, this is your chance!

What You'll Do

• Own relationships with the customers utilizing the platform, serving as their primary point of contact and strategic partner from day one
• Support new customer onboarding and implementation to drive rapid employee adoption in partnership with Sales
• Lead quarterly business reviews (QBRs) that demonstrate ROI, surface member insights and deepen client engagement and trust
• Manage renewals, contracts and invoicing using CRM tools for accurate reporting and follow up
• Deliver live ongoing training and platform education sessions
• Manage ongoing customer communication via email and chat
• Develop customer-facing resources (guides, training materials) and internal playbooks for renewal, expansion and at-risk accounts
• Track and report internally on key success metrics including engagement, member satisfaction, and retention
• Serve as the internal champion for client feedback, translating insights into product and service improvements

Who You Are

• Strong customer-centric and servicing mindset
• Self-starter with 5+ years of B2B Customer Success or Account Management experience, ideally in healthcare, benefits, HR tech, or a mission-driven SaaS company
• Proven experience managing the full customer lifecycle, including onboarding, training, adoption, QBRs and renewals
• Comfortable with ambiguity and the opportunity to build structure and wear multiple hats in a fast-paced, dynamic startup environment
• Excellent verbal and written communication skills, with the ability to build relationships and earn trust across client organizations
• Strong organizational skills, with comfort managing multiple clients and priorities independently
• Analytical, data-driven mindset with experience tracking and reporting on key customer engagement metrics and usage trends
• Experience using CRM platforms (e.g., Salesforce, Hubspot)

Why OneVillage

• The chance to change lives every day while building something extraordinary - do well by doing good!
• A unique opportunity to work closely with the founder and have real impact on our customers and influence over how the company grows
• A team that shows up - for each other and the people we serve
• Health, dental, and vision benefits + generous PTO

To Apply

Please submit your resume and a brief cover letter via LinkedIn telling us why OneVillage and why now. We read every single one.

OneVillage is an equal opportunity employer. We believe a diverse team builds a better product and a stronger company.