Scaled Customer Success Manager, Rain

• 2+ years of experience in B2B SMB or scaled in customer success, account management, or sales with a history of driving revenue through retention and expansion of existing customers
• Strong project management skills and ability to prioritize internal and external requests
• Demonstrated track record of successfully building relationships and problem solving skills
• Proven ability to measure, understand, and communicate business needs and impact to your customers
• Ability to be flexible and adjust to changing priorities or projects as the company scales
• Experience using an enterprise CRM (HubSpot, Salesforce, etc.)

Desirable

• As a Scaled, Customer Success Manager (CSM) you will work with our customers to ensure they are continually deriving value from partnership with Rain
• In this role, you will manage new and existing customers through the full lifecycle and be hyper focused on delivering a fantastic customer experience that will result in expansion and increased retention rate
• Manage a high-volume portfolio of employer clients using a digital-first engagement model that balances efficiency with meaningful customer outcomes
• Establish trusted relationships with key customer contacts while leveraging scalable programs (campaigns, webinars, office hours, in-app engagement) to drive adoption and satisfaction
• Develop success plans and lifecycle touchpoints tailored for scale, identifying critical success factors and proactively surfacing insights across multiple accounts
• Collaborate with Implementation, Sales, Product, and Support to ensure a seamless customer experience while driving consistency across a broad book of business
• Partner with CS Ops and Analytics to leverage data for monitoring customer health, flagging risks, and prioritizing scalable interventions
• Contribute to the creation of customer-facing resources (knowledge base, videos, campaigns) that enable self-service and reduce repetitive support needs
• Capture and amplify client success stories to be used across scaled channels and for broader employer advocacy
• Act as the customer’s voice within Rain, providing feedback that influences product development and scaled CS strategy