Customer Success at Rinsed

As Rinsed continues to grow and invest in our product, we’ve evolved how Customer Success support works to better serve our customers at scale.

Our goal is simple: make it easier and faster for you to get answers, implement improvements, and operate your wash at the highest level.

What’s Changed

We’ve moved from a model where most customers worked previously with a single dedicated Customer Success Manager (CSM), to a team-based support approach.

This means:

• You’re supported by a cross-functional team, not dependent on one person’s availability

• We can bring in the right expertise more quickly, whether your question is strategic, technical, or operational

• You receive more consistent coverage, especially during busy seasons or team member PTO

For customers with more complex partnership needs, a dedicated CSM may still be part of the support structure. Regardless of model, every customer continues to have access to the full Rinsed Customer Success organization.

How to Reach Customer Success

The best way to contact us is:

📩 customersuccess@rinsed.co

This connects you directly to our team queue so we can respond quickly and loop in the right experts right away.

You can also:

• Join Office Hours for live Q&A, best practices, and strategy discussions. You can book here .

• Use chat support for both strategic and technical questions

What This Means for You

Faster responses and stronger coverage

You’re backed by a team, not a single point of contact.

Broader expertise

Customer Success, Product, Technical, and Operations teams collaborate behind the scenes to resolve requests efficiently.

More self-serve power

We’re continuing to invest in usability, automation, and best practices so you can move faster with less back-and-forth.

Why We Made This Change

As our customer base has grown, we’ve seen that a team-based model allows us to:

• Scale support without sacrificing quality

• Provide more specialized expertise

• Ensure consistent responsiveness across accounts

This evolution helps us support you more effectively as both your business and our platform continue to grow.

If you have any questions about how support works or what this means for your account, please reach out to customersuccess@rinsed.co or join us during Office Hours. We look forward to continuing to support your success.