rainfocus - Manager, Client Success Management
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Requirements
• 12+ years of total professional experience with a proven track record of employee development and strategic contribution. • Proven track record of exceptional attitude, employee development, contribution, and competency. • 5+ years of CSM experience, with a focus on managing or carrying out Scaled/1:Many/Digital-Touch models. • Prior managerial experience, specifically in ramping up and enabling early-career team members (Associate-level). • Demonstrated proficiency in leveraging AI to drive operational efficiency. • Strong analytical skills with the ability to translate high-touch approach into a Top 10 priority strategy. • What Does RainFocus Offer You?RainFocus is a people first company. We offer competitive compensation, amazing benefits, an immediately vested 401k, generous PTO, and a safe, collaborative environment to grow and take your profession to the next level! • RainFocus Values • F - Forward-Thinking. How can I help the company achieve its goals? What can I help improve? • O - Optimistic. Do I work to find solutions to problems? • C - Customer-Centric. Who are my “customers”? How can I better serve them? • U - Unified. How can I become more aligned with my team? The department? The company? • S - Stewards. Am I taking good care of what's been entrusted to me? Do I trust those I work with? Do I have their trust? • What are you waiting for? Apply today!Become apart of the #RainFolk crew! • We need more talented, hard-working, fun-loving team members just like yourself!
Responsibilities
• Scaled Model Strategy: Design and refine the end-to-end lifecycle for the 1:Many cohort, replacing manual touchpoints with automated workflows and AI-driven insights. Identify and monitor areas of legacy CSM ownership that are to be transitioned to other CS functional areas to aid a scaled CSM model. • Top 10 Strategic Oversight: Directly manage and provide a tailored CSM leadership approach for a select list of high-potential accounts, driving deeper adoption and strategic alignment. • Associate Enablement: Lead and ramp up a team of CSM Associates, coaching them on the 1:Many methodology and how to support the 1:Many cohort’s top tier. • Data-Driven Growth & NRR: Partner with Sales to identify 'Expansion-Ready' triggers within the broad 1:Many cohort and conduct internal Executive read-outs on Top 10 accounts to drive Net Revenue Retention (NRR). • AI Transformation: Integrate AI tools (Gemini, NotebookLM, Slackbot, etc.) to manage account health, draft communications, and scale intelligence-led outreach across the portfolio. • Risk Mitigation: Maintain automated health-tracking systems to flag churn risks, allowing for proactive intervention across the 1:Many account base. • Executive Reporting: Work with the VP of Client Success Management to report on cohort-wide KPIs, margin, and progress toward financial targets via standardized dashboards. • Asset Creation: Lead the development of 1:Many resources (templated onboarding and training, resource hubs, automated Post-Con dashboards, and automated success plans) to drive client self-sufficiency and partnership optimization.
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