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 Customer Success Manager (CSM) you will work with our largest 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 - Own the entire relationship between Rain Instant Pay and our customers by establishing a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our service - Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations - Lead cross functional projects with internal teams, including sales, product, marketing, and support, to ensure that customer expectations are met and exceeded - Work closely with Implementation and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments - Be the customer point of contact and voice for support, queries and functional assistance - Support the build and demonstration of client success stories to be evangelized among business prospects and industry experts - Use customer relationships as needed for prospect references Who you are - 3+ years of experience in B2B SMB or Mid-Market 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 in FinTech is a plus - Experience using an enterprise CRM (HubSpot, Salesforce, etc.) 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: $80,000-$95,000 Base | OTE $85,000-105,000. 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 HR-US@rain.us.

Role Description Enterprise Customer Success Specialist, Philippines will support the successful onboarding, adoption, and ongoing engagement of Wiley’s Enterprise customers in the Philippines. This role will help ensure customers use Wiley solutions effectively, receive timely support, and achieve strong outcomes that support retention and renewal. - Support onboarding, training, implementation, and follow-up for Enterprise customers in the Philippines. - Monitor usage and engagement data and flag accounts that need support or intervention. - Maintain regular contact with customers to drive adoption, satisfaction, and issue resolution. - Prepare customer updates, usage reports, success materials, and internal account notes. - Partner with the Customer Success Manager and Sales team on renewals, account plans, and growth opportunities. - Coordinate with internal teams to resolve customer issues quickly and professionally. - Help deliver webinars, training sessions, and customer communications that improve usage and customer value. - Ensure customer records, actions, and follow-ups are tracked accurately. Qualifications - Experience in customer support, customer success, client services, sales support, or account coordination. - Strong organization and follow-through. - Strong written and verbal communication skills. - Ability to work with data, reports, and customer records accurately. - Strong customer service mindset and attention to detail. - Ability to manage multiple tasks and deadlines effectively. - Strong written and spoken English. Requirements - Experience in education, publishing, digital learning, EdTech, or SaaS. - Experience supporting onboarding, training, or customer adoption programs. - Familiarity with CRM systems, usage dashboards, or customer reporting tools. - Ability to support webinars, training sessions, or customer presentations. - Knowledge of the Philippines higher education market. Benefits - Meeting-free Friday afternoons allowing more time for heads down work and professional development. - A wide range of opportunities to foster community, learn, and grow. - Commitment to fair, transparent pay and competitive compensation. - Comprehensive benefits package.

• Conduct 1-to-1 customer engagements focused on product adoption, value realization, and satisfaction • Prepare for meetings using customer goals, usage data, and support history • Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers • Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry-specific use cases • Identify growth opportunities and recommend feature adoption paths that support long-term business objectives • Influence renewal readiness by driving successful product usage and showcasing best practices • Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience • Escalate blockers or recurring issues to senior team members and functional leads as needed • Maintain accurate engagement records and follow-ups in Salesforce and Gainsight. Consistently meet performance targets related to engagement volume, CSAT, and adoption outcomes • Build trust through clear, responsive communication and product expertise • Promote use of self-service resources and advocate for follow-up sessions to drive deeper adoption • Maintain strong product knowledge and stay informed on relevant customer industries and challenges • Support or lead product showcase sessions and webinars to promote advanced features and use cases

• The Senior Customer Success Analyst is responsible for ensuring that students reach their final goals (approval and learning) through strategic use of our platform. • Proactively manages customer health, mitigates cancellation risk (churn), and identifies expansion opportunities. • Develops and optimizes onboarding and ongoing engagement stages, ensuring students understand the product's value from day one. • Monitors customer health indicators by analyzing platform usage metrics and academic engagement. • Executes proactive interventions with students at risk of attrition, reversing low-engagement scenarios. • Manages the renewal cycle and identifies upsell or cross-sell opportunities in coordination with the sales/marketing teams. • Analyzes cancellation reasons (Churn Analysis) and proposes structural action plans to increase LTV (Lifetime Value). • Creates and manages support and recovery playbooks to standardize the team's consultative approach. • Produces performance reports for the customer base, translating student behavior data into business insights.