Manage, mentor, and develop a team of Customer Success Managers through regular 1:1s, call reviews, performance feedback, and career development.
Ensure strong adoption, engagement, and satisfaction across your book of business, with a clear focus on retention and expansion.
Operationalize Customer Success plays and engagement models to support Rain’s growth, segment strategy, and customer lifecycle.
Own team-level KPIs including retention, expansion, onboarding success, and customer health scores.
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.
Oversee new customer onboarding for your team’s accounts, ensuring fast time‑to‑value and clear success criteria.
Leverage data and tooling to forecast risk, prioritize accounts, and continuously improve CS processes.
Handle customer escalations with confidence and empathy, driving resolution and long‑term trust.

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.

Customer Success Manager

Key skills