Customer Success Manager

About the role

Rainfall Health is seeking a dynamic Customer Success Manager to support customers across Rainfall Health’s suite of products. As the Customer Success Manager, you will serve as the primary point of contact for assigned accounts and are responsible for cultivating and maintaining strong customer relationships. You ensure high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities.

Responsibilities

• Own a portfolio — Manage a book of 15–25 health system and provider group accounts from onboarding through renewal, serving as their primary point of contact.
• Drive adoption — Build tailored success plans, lead EHR-workflow training, and partner with clinical champions to embed the product into daily care routines.
• Protect and expand revenue — Monitor health scores, proactively surface churn risk, and identify expansion opportunities — coordinating with account executives to grow ARR.
• Be the voice of the customer — Synthesize product feedback, escalate technical issues with urgency, and advocate internally for roadmap priorities that move the needle for health systems.
• Navigate complex stakeholders — Build relationships across CMOs, CNOs, IT directors, revenue cycle leads, and frontline clinical staff — translating between technical and clinical audiences.
• Report on value — Deliver quarterly business reviews with clear ROI narratives tied to utilization, outcomes, and cost metrics that matter to health system executives.

Qualifications

• 3–6 years in customer success, account management, or implementation, with at least 2 years selling into or serving health systems or provider organizations
• Fluency in health system dynamics — you understand Epic, Cerner, care coordination workflows, and the challenges facing today's health systems
• Demonstrated experience managing enterprise renewals and driving net revenue retention above 110%
• Excellent communicator who can distill complex technical concepts for clinical and executive audiences alike
• Data-driven mindset — comfortable in Salesforce, Gainsight or ChurnZero, and BI tools to build success metrics
• High ownership mentality and the ability to operate with limited structure in a Series A environment

Requirements

• At least 4 years of account management experience, preferably in tech start up or healthcare
• Strong empathy for customers and passion for revenue and growth
• Excellent communication and interpersonal skills, both written and verbal
• Ability to identify and resolve problems effectively
• Goal and results oriented and easily adapts to change
• Works well within a team environment

Nice to have

• Experience with value-based care models
• Prior startup (seed–Series B) experience
• Familiarity with CMS quality programs (HEDIS, Stars, MIPS)