Scaled Customer Success Manager

About this role

# Scaled Customer Success Manager

at Rain Instant Pay (View all jobs)

Remote (US)

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.

### What you’ll do

• 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 stra...