Client Success Manager (Remote)

RainFocus; Lehi, Northern (UT, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

401(k) matching

Generous PTO

Job summary

RainFocus is seeking a Client Success Manager to lead post-sale client relationships and drive adoption of our event platform. You will partner with clients to understand goals, craft value-driven plans, and ensure ongoing satisfaction across their RainFocus implementation.

You will collaborate with sales and product teams to scale outcomes, coach clients on best practices, and manage adoption across multiple modules in a fast-paced, remote-friendly environment.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years of client success experience.
• 5+ years of professional business experience.
• Experience working closely with C-level / SVP-level executives and conducting executive business reviews is strongly preferred.
• Experience working with Sales through client renewal processes is strongly preferred.
• Previous work experience at a SaaS company is preferred.
• Proven success driving organization-wide initiatives and collaborating with stakeholders.
• Excellent verbal and written communication skills.
• Strong presentation and time management skills.
• Comfortable working in a fast-paced environment.
• Strong listening skills and ability to address client pain points.
• Ability to adapt to changing priorities quickly.

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 to a broader client base.
• Develop plans outlining critical success factors, metrics, targets, risks, and recommendations.
• Understand client goals and map RainFocus features to address needs and demonstrate value.
• Deliver best practices and coach clients to drive adoption and derive value from RainFocus.
• Monitor and facilitate client adoption of RainFocus features in relation to business needs.
• Coordinate with internal cross-functional teams to maximize overall account health.

Skills

Client success

Relationship building

Executive engagement

Communication

Presentation skills

Time management

Cross-functional collaboration

SaaS experience

3+ years client success experience

5+ years professional business exp

Education

Bachelor’s degree

Job description

RainFocus, one of the most innovative software companies in the heart of Utah's Silicon Slopes, is in search of an exceptional Client Success Manager.

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. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.

About the Role

As a Client Success Manager, you lead the way with clients, harnessing your understanding of their goals and objectives to deliver value through the RF platform. In this role, you will be responsible for the engagement, on-going success, and partnership of RainFocus clients who use our event platform. If you enjoy building and owning client relationships, then this is the role for you!

The Client Success Manager (CSM) is responsible for ensuring an outstanding client experience throughout the client lifecycle. The CSM articulates value and understands the client’s strategic goals, and leverages that understanding to drive client adoption, success, and retention. The CSM will lead the post-sales efforts in building account plans and leading key initiatives that are successful and repeatable in delivering value to our clients. The CSM is highly proficient in the RainFocus platform to intelligently speak to the value and usage of each module/workstream. Additionally, the CSM identifies opportunities to enhance client relationships and promote the proper utilization of RainFocus resources.

Responsibilities

• Develop a broad understanding of client business model to meet their 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 to our broader client base
• Develop plans for clients outlining critical success factors, metrics, targets, potential risks, and provide recommendations
• Understand the client's strategic goals and business challenges, and map RainFocus features and associated business benefits to address needs and demonstrate value
• Deliver best practices and coach clients to drive adoption and help clients derive value from the product
• Monitor and facilitate the client’s adoption of RainFocus product features and functions in relation to the client's 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 for clients and executing executive business reviews strongly preferred
• Experience working closely with Sales through client renewal process strongly preferred
• Previous work experience at a SaaS company preferred
• Proven success driving organization-wide initiatives
• Proven success collaborating and building strong relationships with internal and external stakeholders
• Excellent verbal and written communication skills
• Strong presentation skills
• Excellent organization and time management skills
• Comfortable working in a fast-paced environment
• Strong listening skills with a thoughtful approach to addressing client pain points
• Ability to assess changing priorities/tasks quickly and with ease

Personal Characteristics

• The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a challenging and dynamic environment. Does this sound like you?
• You have an entrepreneurial outlook and the ability to influence future direction of clients by leading the account planning process as well as the strategic direction for assigned clients
• Initiative is in your blood. You have demonstrated success analyzing complex situations, defining key-objectives, and developing strategies and action plans. You don’t stop until the job is done
• Execution and thought leader and you help to drive client success by using a forward-thinking, out of the box approach – and you consistently are looking for opportunities to succeed together
• You are client focused, with the ability to forge strong working relationships with your clients - completely passionate about understanding your client’s business, aligning the value of solutions to their goals and challenges, and coaching them to business success
• Fast-paced work environments are where you thrive. You can work with minimal supervision while taking initiative and setting priorities for yourself daily

Location/Travel

This remote role can be located anywhere in the United States of America.There will be 30% travel in this role.Most trips will be 2-3 days and may include weekend travel. This travel may include attending client events, executive business reviews, and strategic stakeholder meetings.

Why work at RainFocus?

At RainFocus we delight millions of attendees at large-scale events by delivering better insights, experiences, and marketing. We were able to pivot our product and services offering in 2020 to continue growing and serving new clients and events.

As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our platform at events around the world.

• Additionally, RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.