Scaled Customer Success Manager

Rain is the fastest-growing earned wage access (EWA) fintech in the U.S., serving 3.5 million employees and backed by top investors like QED and Prosus. We’ve raised nearly $400M in funding—including the largest Series A in fintech history—and just closed our Series B to fuel our next stage of hypergrowth.

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. 

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

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 in FinTech is a plus.
• Experience using an enterprise CRM (HubSpot, Salesforce, etc.).

Who We Are:

Rain is filled with people with a deeply rooted passion for our mission, who embrace diversity throughout our global team, and grow personally and professionally. We own what we do and let data guide our actions while working quickly and adapting to new challenges everyday. 

Compensation:

$65,000 - $75,000

Note this is a range and we take in a variety of factors when determining total compensation for the position.

How we care for our team: 

Along with competitive salaries, Rain offers great benefits including:

• Flexible PTO
• Medical, Dental, Vision, Life, Disability coverage 
• Parental leave
• Monthly stipend 
• Equity options

As part of our dedication to the diversity of our workforce, Rain is committed to Equal Employment Opportunity and does not discriminate based on race, religion, color, national origin, ethnicity, gender, sex (including pregnancy), protected veteran status, age, disability, sexual orientation, gender identity, gender expression, or any unlawful criterion existing under applicable federal, state, or local laws. If you need assistance or accommodation due to a disability, you may contact us at [email protected].