Client Success Manager - RainFocus

About RainFocus

RainFocus cares about its employees, customers, and the world in which we live. Our rapidly-growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, 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.

About the Role

As a Client Success Manager (CSM), you lead the way with clients, harnessing your understanding of their goals and objectives to deliver value through the RainFocus platform. In this role, you will be responsible for the engagement, ongoing success, and partnership of RainFocus clients who use our event platform.

The CSM ensures an outstanding client experience throughout the lifecycle, articulating value, understanding strategic goals, and driving adoption, success, and retention. You will lead post-sales efforts in building account plans and executing key initiatives that deliver repeatable value to clients.

Responsibilities

• Develop a broad understanding of each client's business model to meet expectations and drive a successful partnership
• Build relationships with clients and serve as their advocate by becoming a trusted adviser
• Leverage learnings from key accounts to drive value at scale across our broader client base
• Develop client plans outlining critical success factors, metrics, targets, potential risks, and recommendations
• Map RainFocus features and business benefits to client strategic goals and operational challenges
• Deliver best practices and coach clients to drive adoption and maximize product value
• Monitor and facilitate client adoption of product features in relation to overall business needs
• Coordinate with internal cross-functional teams to maximize overall account health

Qualifications

• Bachelor’s degree, or equivalent combination of education and experience
• 3+ years of related client success experience
• 5+ years of professional business experience
• Experience working closely with C-level / SVP-level executives and executing executive business reviews strongly preferred
• Experience working closely with Sales through the client renewal process strongly preferred
• Previous work experience at a SaaS company preferred
• Proven success driving organization-wide initiatives and building strong stakeholder relationships
• Excellent verbal, written, and presentation skills
• Strong organizational and time management skills in a fast-paced environment
• Strong listening skills with a thoughtful approach to resolving client pain points
• Ability to assess changing priorities quickly and with ease

Location & Travel

• This remote role can be located anywhere in the United States
• Expect approximately 30% travel (trips typically 2–3 days, potentially including weekend travel) for client events, executive business reviews, and strategic stakeholder meetings