Scaled Customer Success Manager

Rain Technologies Inc.•New York, NY

4d•$60,000 - $75,000•Remote

About The Position

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.

Requirements

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.).

Nice To Haves

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

Responsibilities

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