Customer Success Manager

About the Company

Rainfall Health is a rapidly expanding health technology company focused on making healthcare delivery more intelligent, efficient, and equitable. Its platform is designed to help health systems and provider organizations improve clinical workflows and reduce gaps in care using AI-enabled solutions.

Role Overview

As a Customer Success Manager, you will be the main contact for a portfolio of customers using Rainfall Health’s products. Your focus will be on building strong partnerships, ensuring customers see measurable value, and supporting renewals and growth.

The role involves close collaboration with teams across leadership, engineering, product, sales, and marketing to help create a consistent, customer-first approach both internally and externally.

Key Responsibilities

• Manage a portfolio of 15–25 health system and provider group accounts, guiding them from onboarding through renewal.
• Create success plans tailored to each account, conduct EHR workflow training, and work with clinical champions to integrate the product into day-to-day care processes.
• Track account health, identify churn risk early, and surface expansion opportunities while coordinating with account executives to support ARR growth.
• Represent the customer internally by collecting product feedback, escalating technical issues promptly, and advocating for roadmap priorities.
• Build and maintain relationships with a wide range of stakeholders, including CMOs, CNOs, IT leaders, revenue cycle teams, and frontline clinical staff.
• Lead quarterly business reviews that clearly connect product usage and outcomes to ROI, utilization, and cost-related metrics.

Experience and Qualifications

• 3–6 years of experience in customer success, account management, or implementation, including at least 2 years working with health systems or provider organizations.
• Working knowledge of health system operations, including Epic, Cerner, care coordination workflows, and current healthcare delivery challenges.
• Proven ability to manage enterprise renewals and improve net revenue retention above 110%.
• Strong communication skills with the ability to explain complex technical topics to both clinical and executive audiences.
• Comfort using Salesforce, Gainsight or ChurnZero, and BI tools to track and report success metrics.
• Ability to work independently in a fast-moving Series A environment with limited structure.

Preferred Background

• 4+ years of account management experience, ideally in a technology startup or healthcare setting.
• Genuine customer empathy combined with a strong interest in revenue growth.
• Good understanding of recurring revenue business models and their value drivers.
• Strong written and verbal communication along with solid interpersonal skills.
• Problem-solving ability with a results-oriented and adaptable mindset.
• Team-oriented approach and comfort collaborating across functions.
• Experience with value-based care models.
• Background in health IT implementation.
• Prior experience in a startup environment from seed stage through Series B.
• Familiarity with CMS quality programs such as HEDIS, Stars, and MIPS.

Additional Information

This position is intended to describe the main scope of the role, but responsibilities and qualifications may evolve as business needs change.

Equal Opportunity Statement

Rainfall Health is an equal opportunity employer and welcomes applicants from all backgrounds. All qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.