Manager, Customer Success

Rain Technologies Inc.•New York, NY

2d•$135,000 - $150,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

Fintech, HR tech, or payments experience is a plus—but not required.

Responsibilities

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.