Customer Success

Overview

The Customer Success Specialist plays a critical role in supporting various experiences throughout the Rainmaker customer experience. This position requires exceptional communication, problem-solving, and acute attention to detail to serve our customers at the highest level and deliver excellence and value with every interaction. This role includes supporting customers through our Customer Support pipeline to address student frustrations, clarify misunderstandings, and reinforce trust in our institution.

While this position is primarily an individual contributor role, there may be opportunities over time to expand into a leadership capacity as the team grows. We are looking for someone who not only excels in day-to-day customer success & support responsibilities but also brings leadership potential and a strategic mindset. In this role, you will help establish scalable, customer-centered support systems alongside the Director of Customer Success. The right candidate will play a key part in laying the groundwork for best practices, contributing to team coaching, and fostering a culture of empathy, accountability, and continuous improvement.

The Rainmaker Family is seeking a full-time Customer Success Specialist to support members of the Rainmaker Community in achieving their goals.

As a Customer Success Specialist, you will:

• Build rapport with Rainmaker customers (students & business leaders)
• Manage the Customer Support pipeline for customers expressing concerns, dissatisfaction, and billing inquiries
• Ensure timely resolution of student issues via phone, Zoom meeting, or Zendesk ticketing system
• Identify upsell and cross-sell opportunities to support student needs
• Advocate for students by communicating their needs and feedback to internal teams
• Collaborate cross-departmentally to maximize student retention and success

The ideal candidate is a solution-oriented, resourceful problem solver who plays a key role in driving student satisfaction and retention. You are empathetic, adaptable, and skilled in both verbal and written communication, balancing professionalism with a friendly, supportive approach.

At The Rainmaker Family, we operate in a fast-paced, dynamic environment with seasonal workflow changes. During peak periods (including live events or product launches), extended or flexible hours (including weekends) may be required, while slower seasons allow for well-earned rest.

Our mission is to empower families on their journey to financial breakthroughs, and we’re looking for a stellar Customer Success Specialist who is eager to help us make that impact. If you’re ready to serve, support, and grow with us, we’d love to hear from you

Customer Success Specialists will support students by:

• Handle student support requests to resolve concerns efficiently and professionally
• Utilize active listening, empathy, and problem-solving skills to de-escalate situations, calm frustrated students and resolve conflicts by working toward mutually beneficial solutions
• Document student interactions in the ticketing system and CRM system
• Provide timely follow-ups, and ensure resolution within established guidelines
• Work collaboratively with other departments to resolve complex student issues
• Identify recurring issues, provide feedback to management, and suggest process enhancements to reduce escalations
• Support customer onboarding and offboarding
• Assist Fulfillment team with coordinating various contract deliverables throughout the customer experience
• Adhere to company policies, maintain confidentiality, and ensure compliance with regulatory requirements
• Identify and drive upsell and cross-sell opportunities by aligning student needs with Rainmaker products and services
• Improve revenue retention and renewal rates through strong relationships and demonstrated value
• Increase product adoption rates by guiding students to training, in-course resources, and ongoing opportunities
• Meet or exceed individual performance KPIs
• Support live events and/or product launch events that require flexible scheduling and/or extended hours
• Contribute to the department’s quarterly ROCKS (key priorities and goals)
• Maintaining a positive, encouraging attitude that aligns with the Rainmaker Ethos and fosters a supportive work environment
• Assisting colleagues with tasks and projects as needed
• Engaging in team-building activities to promote a positive workplace culture

As the team becomes more efficient, these goalposts will move to ensure maximum efficiency and productivity.

• Customer Satisfaction Score (CSAT): average of new scores is 3.5/5 in the first 90 days with the average of new scores 4.5/5 after 6 months.
• Quality Assurance (QA) Score: 85% or greater
• Feedback completion percentage greater than 10% after 90 days
• On-time resolution of designated customer contract deliverables greater than 90% after 90 days
• Onboarding/offboarding Quality Assurance: 85% or greater with a target of 95% or greater after 90 days
• Monthly revenue retention rate 15% or above, with a target of 30% after 90 days

• Departmental KPIs:
• General Ticketing: First response time within 24 hours; Tier 1 wait time within 48 hours; Tier 2 wait time within 5 business days; First Contact Resolution Tier 1 75% or higher
• QA Score: Adherence to escalation standards 85% or greater
• Student Satisfaction: Maintain monthly average 3.5/5 or higher, aiming for 4.5/5 within six months

• Student tickets and concerns are responded to quickly and efficiently at the lowest level
• Escalated student concerns are streamlined and efficiently resolved following escalation procedures
• Achieve and surpass KPIs within 6 months
• Maintain high student satisfaction
• Continuously improve processes for serving students at the highest level
• Customer contract deliverables are delivered on time

As the Customer Success Department, KPIs will naturally shift and evolve.

• 3-5 years in a customer service, conflict resolution, or escalations role
• Excellent verbal and written communication
• Experience handling high-pressure situations with professionalism
• Proficiency in CRM and ticketing systems
• Empathetic and customer-focused
• Ability to accept responsibility for outcomes
• Resourceful, proactive, and exercises sound judgment
• Able to prioritize tasks and meet deadlines efficiently
• Quickly learns new tools and software; tech-savvy
• Collaborates well with colleagues and contributes to a positive work environment
• Thrives in a fast-paced, ever-changing environment with minimal supervision
• Ability to assess student challenges and recommend solutions
• Ability to identify patterns and suggest improvements
• Access to reliable internet connection when on shift – essential for virtual communication and support
• Personal device required (BYOD) – Windows or Mac desktop, laptop, or tablet
• Familiarity with EOS (Entrepreneurial Operating System) is a plus but not required

• Key attribute #1: A+ Attitude
• Key attribute #2: Diligent
• Key attribute #3: Solutionary

The Customer Success Team upholds the reputation of Rainmakers. All communications with students should reflect the Rainmaker heart: Kind, positive, and momentum-loving

AGREEMENT TERMS

• Compensation: Paid hourly. 5-7 per hour, depending on experience
• Hours: 40 Hours Per Week
• This position is remote. You will have the freedom to work from anywhere.
• Flex scheduling available with management approval; US daytime hours (8 am-5 pm) required for the first 60 days
• US & Philippine Holidays

The Rainmaker Family provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.