Manager of Customer Success, Rain

• 4–6+ years of experience in B2B Customer Success, Account Management, or related post‑sale roles (Mid‑Market or Enterprise preferred)
• 1–3+ years of people management experience, with a track record of developing high‑performing teams
• Proven ability to drive retention and expansion through strong customer relationships and structured execution
• Strong business acumen and comfort discussing ROI, outcomes, and value with customer stakeholders
• Data‑driven mindset with experience using customer health metrics, CRM tools, and CS platforms
• Excellent communication, prioritization, and stakeholder management skills
• Comfort operating in a fast‑paced, ambiguous environment with a bias toward action and ownership

Desirable

• As a Manager, Customer Success, you’ll lead a team of Customer Success Managers responsible for driving customer outcomes, retention, and expansion across Rain’s employer and partner base
• This is a hands-on leadership role focused on execution, coaching, and operational excellence—ensuring customers realize value quickly and continue to grow with Rain
• You’ll sit at the center of the post-sale experience, partnering closely with Sales, Implementations, Product, Support, and Marketing to deliver a high‑touch, scalable customer journey. You’ll be accountable for team performance, customer health, and translating customer insights into action
• Lead & Coach: Manage, mentor, and develop a team of Customer Success Managers through regular 1:1s, call reviews, performance feedback, and career development
• Own Customer Health: Ensure strong adoption, engagement, and satisfaction across your book of business, with a clear focus on retention and expansion
• Execute CS Strategy: Operationalize Customer Success plays and engagement models to support Rain’s growth, segment strategy, and customer lifecycle
• Drive Results: Own team-level KPIs including retention, expansion, onboarding success, and customer health scores
• Cross‑Functional Partner: Act as the voice of the customer internally, partnering with Product, Implementations, Support, and Sales to resolve issues, prioritize feedback, and improve the end‑to‑end experience
• Onboarding Excellence: Oversee new customer onboarding for your team’s accounts, ensuring fast time‑to‑value and clear success criteria
• Operational Rigor: Leverage data and tooling to forecast risk, prioritize accounts, and continuously improve CS processes
• Escalation Management: Handle customer escalations with confidence and empathy, driving resolution and long‑term trust