Manager, Scaled Customer Success

Rain is the fastest-growing earned wage access (EWA) fintech in the U.S., serving 2.5 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 the Manager of Scaled Customer Success, you’ll lead our Scaled CSM team and own the strategy behind driving value for our employer clients. You’ll oversee both human-led and automated success motions, ensuring customers stay engaged, supported, and set up to grow with Rain.

You’ll also run Customer Success Operations—building 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.

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

Key Responsibilities:

• 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.

Qualifications:

• 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.

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:

$120,000 - $130,000

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].