Manager Scaled Customer Success

at Rain Instant Pay

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. Weve raised nearly $400M in fundingincluding the largest Series A in fintech historyand just closed our Series B to fuel our next stage of hypergrowth.

As the Manager of Scaled Customer Success youll lead our Scaled CSM team and own the strategy behind driving value for our employer clients. Youll oversee both human-led and automated success motions ensuring customers stay engaged supported and set up to grow with Rain.

Youll also run Customer Success Operationsbuilding the systems processes and reporting needed to scale. This role is highly cross-functional working closely with Sales Implementation Product and Support to deliver a seamless customer experience from onboarding through adoption.

Youll use data to monitor customer health drive efficiency and improve outcomes across the customer lifecycle. Youll also own escalations ensure timely resolution and help shape how we continuously improve our platform and service.

What youll do

• 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

Who you are

• 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

Nice to have

• Fintech HR tech or payments experience is a plusbut not required.

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

$115000 - $135000 Base $130000 - $150000 OTE. 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 emailprotected.