About the role We’re looking for a relationship-driven Customer Success Manager (CSM) to join our Client Services team. In this role, you’ll serve as the primary point of contact for a portfolio of clients, owning the relationship from onboarding through renewal and beyond. You’ll partner closely with clients, brokers, TPAs, and internal teams to ensure a seamless experience, resolve issues, and deliver meaningful value. This role is ideal for someone who enjoys balancing day-to-day client support with strategic account management—and who takes pride in building trusted, long-term partnerships that drive satisfaction, retention, and growth. This is a fully remote role. Candidate must reside in Oregon or Washington. This is a primarily remote position; however, this position may require quarterly travel for client sites, conference or in person meetings. Reliable transportation, schedule flexibility, and the ability to work independently while traveling is essential. What You'll Do - Own and manage relationships for a portfolio of client accounts, serving as the primary point of contact - Lead regular client meetings, business reviews, and renewal coordination efforts - Proactively communicate with clients to provide updates, address concerns, and ensure a high level of satisfaction - Monitor account health, identifying risks and opportunities to strengthen relationships and expand services - Navigate complex or sensitive conversations with professionalism, including escalations and financial discussions - Respond to and resolve client, broker, and partner inquiries through collaboration with internal teams - Track client activity, service utilization, and performance trends, and provide insights through reporting - Ensure timely delivery of reports and proactively address any delays or issues - Maintain accurate documentation, including CRM updates, client records, and benefit materials - Support client-facing activities such as meetings, presentations, and events What You Bring - At least 3 years of experience in client services or account management within healthcare, health insurance, or medical management - Experience working with TPAs, brokers, consultants, or carriers - Strong organizational and time management skills, with the ability to manage multiple priorities independently - Excellent communication skills, with a high degree of professionalism, empathy, and emotional intelligence - Proven ability to problem-solve, manage escalations, and navigate complex client situations - Ability to work both independently and collaboratively in a fast-paced, remote environment - Comfort with CRM systems, reporting tools, and learning new technology platforms - Ability to handle confidential information in compliance with HIPAA Preferred: - Experience with renewals, retention strategies, and client presentations - Familiarity with self-funded health plans and medical terminology - Bachelor’s degree in healthcare, business, or a related field

• Analyze usage metrics, health scores, and customer feedback to identify trends, risks, and opportunities for improvement. • Translate complex data sets (using SQL, Python, Tableau, or Excel) into actionable insights that inform strategy. • Monitor key metrics to proactively identify at-risk customers and assist in developing retention strategies. • Collaborate with product teams to improve features based on user data and refine internal customer success workflows.

• The Geo Success Manager is accountable for driving sales execution excellence and business outcomes across assigned geographies for the OS portfolio and sales motions. • The role acts as the connective tissue between global strategy and geo execution, ensuring strong renewal, conversion and expansion performance across the installed base while representing the voice of the geos and customers within the global organization. • The role does not own quota but materially influences order/revenue performance through governance, insights, prioritization, and orchestration across sales, pre-sales, GBUs and Operations. • The Geo Success Manager is responsible for driving business growth by developing new business or new ways to grow revenue of existing business. • Leads the Deal Pursuit team in preparing and communicating the customer business case/proposal for emerging markets, existing markets, and specific deals. • Guides Pursuit & account teams through opportunity creation and pursuit strategic planning, qualifying mega deals, and developing and substantiating the services value proposition. • Leads the development of innovative principles and ideas, and provides the business value selling expertise for specific solutions. • Devises and executes a growth plan that meets business goals for a given geographic and/or service business area; including accountability for achieving revenue & order targets. • Builds high-quality funnels that generate customer demand in partnership with marketing & sales.

Role Description 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. - 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 strategy. Qualifications - 2+ years of experience in B2B SMB or scaled in customer success, account management, or sales with a history of driving revenue through retention and expansion of existing customers. - Strong project management skills and ability to prioritize internal and external requests. - Demonstrated track record of successfully building relationships and problem solving skills. - Proven ability to measure, understand, and communicate business needs and impact to your customers. - Ability to be flexible and adjust to changing priorities or projects as the company scales. - Experience using an enterprise CRM (HubSpot, Salesforce, etc.). Requirements - Fintech, HR tech, or payments experience is a plus—but not required. Benefits - Flexible PTO - Medical, Dental, Vision, Life, Disability coverage - Parental leave - Monthly stipend - Equity options Company Description 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. 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 every day.