Manager, Scaled Customer Success

Rain Technologies Inc.•Nashville, TN

1d•Remote

About The Position

As the Manager of Scaled Customer Success, you’ll lead our Scaled CSM team and own the strategy behind driving value for our employer clients. You’ll oversee both human-led and automated success motions, ensuring customers stay engaged, supported, and set up to grow with Rain. You’ll also run Customer Success Operations—building the systems, processes, and reporting needed to scale. This role is highly cross-functional, working closely with Sales, Implementation, Product, and Support to deliver a seamless customer experience from onboarding through adoption. You’ll use data to monitor customer health, drive efficiency, and improve outcomes across the customer lifecycle. You’ll also own escalations, ensure timely resolution, and help shape how we continuously improve our platform and service.

Requirements

5+ years of experience in Customer Success or Account Management within SaaS, with at least 2 years managing people
Experience managing or building scaled customer success programs or customer success operations
Strong track record of success in B2B2C models or HRTech
Demonstrated ability to lead and scale customer engagement strategies across multiple customer segments

Nice To Haves

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

Responsibilities

Lead and mentor the Scaled CSM team, driving both human-led and automated success motions across a growing portfolio of employer clients
Oversee the Customer Success Operations function, ensuring tools, systems, processes, and analytics are in place to support a high-performing CS organization
Define and execute scalable customer success strategies that drive platform adoption, employee engagement, and measurable customer value
Collaborate cross-functionally with Implementation, Sales, Product, and Support teams to deliver a cohesive customer experience from onboarding to renewal
Optimize CS workflows and tooling to improve visibility, efficiency, and reporting
Use data-driven insights to monitor customer health, flag risk, and prioritize interventions at scale.
Drive internal alignment around customer metrics, outcomes, and feedback loops to continuously improve the EWA experience
Support the development of customer lifecycle content (playbooks, campaigns, resources) that enhances engagement and self-service adoption
Own escalations and ensure timely resolution with a focus on long-term success