Client Experience Manager

Job Title: Client Experience Manager

Company: Rain

Location: New York, NY (Flexible/Hybrid)

Salary Range: $70,000–$145,000

About Rain:

Rain is reimagining the future of money by bridging real-world payments and digital finance. Backed by top-tier investors like Lightspeed, Norwest, and Coinbase, Rain is on a mission to empower global users with next-gen financial products. With a flat, high-impact team structure, every teammate plays a key role in shaping the roadmap.

The Opportunity:

Rain is seeking a strategic and action-oriented Client Experience Manager to lead and scale its customer experience efforts. This role owns the full support journey across consumer and enterprise users—from implementing systems and tools (like Intercom and HubSpot) to driving product feedback loops and customer education initiatives. You’ll serve as a crucial link between support, product, engineering, and compliance teams to ensure exceptional service at every step.

Key Responsibilities:

• Build and implement Rain’s Client Experience Plan across platforms and touchpoints.
• Optimize support tools (Hubspot, Intercom, Pylon) and manage outsourced support partners.
• Own support ticket workflows across email and chat, ensuring top-tier response quality.
• Develop customer personas and support strategies tailored to different segments.
• Improve internal and external knowledge bases and self-serve resources.
• Collaborate cross-functionally to scale operations, elevate product experience, and improve client velocity.
• Monitor and iterate on support process performance through a data-driven lens.

Ideal Candidate Will Bring:

• 3+ years managing or building customer experience functions, preferably in fintech or high-growth startups.
• Strong communication and leadership skills.
• Experience building scalable support systems and documentation.
• A product- and metrics-driven mindset with critical thinking capabilities.
• Comfortable working evenings/weekends if needed, and managing third-party support functions.
• (Bonus) Familiarity with Intercom, stablecoins, or digital wallets.

Perks:

• Unlimited PTO (minimum 10 days required)
• Flexible hybrid/remote working options
• Company-issued Rain Card to experience products first-hand
• Health & wellness reimbursements
• Global team summits for in-person bonding and alignment