Manager, Scaled Customer Success

Rain

Manager of Scaled Customer Success at Rain responsible for leading CSM team and driving customer engagement strategies. Collaborating with multiple departments to enhance the customer experience.

Posted 5/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $135,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

customer success operationscustomer engagement strategiesdata-driven insightscustomer lifecycle content developmentrisk flaggingworkflow optimizationanalyticsB2B2C modelsSaaSHRTech

Soft Skills

leadershipmentoringcollaborationcommunicationproblem-solvingstrategic thinkingcross-functional teamworkcustomer advocacyadaptabilityrelationship management