• Manage, mentor, and develop a team of Customer Success Managers through regular 1:1s, call reviews, performance feedback, and career development. • Ensure strong adoption, engagement, and satisfaction across your book of business, with a clear focus on retention and expansion. • Operationalize Customer Success plays and engagement models to support Rain’s growth, segment strategy, and customer lifecycle. • Own team-level KPIs including retention, expansion, onboarding success, and customer health scores. • Act as the voice of the customer internally, partnering with Product, Implementations, Support, and Sales to resolve issues, prioritize feedback, and improve the end‑to‑end experience. • Oversee new customer onboarding for your team’s accounts, ensuring fast time‑to‑value and clear success criteria. • Leverage data and tooling to forecast risk, prioritize accounts, and continuously improve CS processes. • Handle customer escalations with confidence and empathy, driving resolution and long‑term trust.