Manager, Client Success Management (Remote)
RainFocus, one of the most innovative software companies in the heart of Utah's Silicon Slopes, is in search of an exceptional Manager of Client Success Management.
About RainFocus
RainFocus cares about its employees, customers, and the world in which we live. Our amazing teams serve Fortune 500 companies like Adobe, Cisco, IBM and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our industry leading platform at events around the world. Come be a part of a company that is changing the market! — it will be challenging, fun and exciting!
About the Role
This is a working Manager role that balances broad strategic and direct account oversight. You will lead the vision and execution of RainFocus's 1:Many Scaled CSM Model, ensuring the health, retention, and expansion of our 1:Many account cohort through automation and AI. Additionally, you will oversee a 'Top 10' list of emerging strategic accounts within the cohort, providing a more tailored account leadership approach while mentoring a team of CSM Associates to do the same.
This remote role can be located anywhere in the United States. Total travel could be up to 25% for client events and strategic leadership meetings.
- 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.
- 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!
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