Growth Customer Success Manager

<p><strong>What is Rhythm?</strong></p> <p><span style="font-weight: 400;">Rhythm helps associations and non-profits deliver an exceptional online experience to their constituents. This means members, event attendees, learners, sponsors, donors, and more all use Rhythm. It’s a lofty goal for organization staff who are far too often hamstrung by software instead of empowered by it.&nbsp; As constituent expectations evolve to meet a digital-first world, more and more organizations are looking for a technology partner that can help them meet that demand. (That’s us.)</span></p> <p>&nbsp;</p> <p><span style="font-weight: 400;">So, we’re looking for the next member of our team who can help shape the future of our market by creating an exceptional customer experience. (Maybe that’s you?)</span></p> <p><br><br></p> <p><strong>About our Growth Customer Success Manager</strong></p> <p><span style="font-weight: 400;">The </span><strong>Growth Customer Success Manager (Growth CSM)</strong><span style="font-weight: 400;"> is responsible for ensuring customers achieve measurable value from Rhythm’s platform while identifying opportunities for deeper adoption and long-term growth.</span></p> <p><span style="font-weight: 400;">This role manages a portfolio of </span><strong>Tier 2 customers</strong><span style="font-weight: 400;">, providing a hybrid engagement model that combines strategic relationship management with scalable processes.</span></p> <p><span style="font-weight: 400;">The Growth CSM ensures customers:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Successfully adopt the platform</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Progress toward defined business outcomes</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Remain healthy and engaged throughout the lifecycle</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are positioned for renewal and expansion</span></li> </ul> <p><span style="font-weight: 400;">While this role does not close revenue transactions directly, it plays a critical role in enabling growth by ensuring customers achieve outcomes that justify continued investment and expansion.</span></p> <p><span style="font-weight: 400;">The Growth CSM operates at the intersection of:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer value realization</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Product adoption</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Retention and expansion enablement</span></li> </ul> <p><span style="font-weight: 400;">At Rhythm, Growth Customer Success means:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Driving measurable adoption and product value</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Turning healthy customers into expansion opportunities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensuring customers reach renewal with a clear record of success</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Leveraging playbooks, frameworks, and data to manage customers effectively</span></li> </ul> <p><span style="font-weight: 400;">Growth is created through </span><strong>consistent value delivery—not reactive support.</strong></p> <p>&nbsp;</p> <p><strong>In this role, you’ll get to:</strong></p> <h3><strong>Manage and grow a portfolio of customers</strong></h3> <p><strong>Manage a portfolio of Tier 2 customers</strong><strong>Develop strong relationships with key customer stakeholders</strong><strong>Serve as a trusted advisor guiding customers toward success</strong></p> <h3><strong>Drive customer success planning and value realization</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Translate customer goals into structured </span><strong>Success Plans</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Define milestones and measurable outcomes</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Track progress toward customer objectives</span></li> </ul> <h3><strong>Drive product adoption and engagement</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Facilitate cadence calls aligned with the customer engagement model</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Monitor product usage and adoption trends</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify gaps preventing customers from realizing value</span></li> </ul> <h3><strong>Monitor health and proactively manage risk</strong></h3> <p><span style="font-weight: 400;">Track key health signals including:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Product usage</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer engagement</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support interactions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer sentiment</span></li> </ul> <p><span style="font-weight: 400;">Identify risks early and implement mitigation strategies when signals appear.</span></p> <h3><strong>Identify expansion opportunities</strong></h3> <p><span style="font-weight: 400;">Although Growth CSMs do not close revenue transactions, they play a critical role in enabling growth by:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Identifying expansion signals based on usage and maturity</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Surfacing opportunities to Sales and Renewals teams</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Helping customers understand additional value available through Rhythm</span></li> </ul> <h3><strong>Partner cross-functionally to deliver great experiences</strong></h3> <p><span style="font-weight: 400;">Work closely with:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Product</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Professional Services</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Sales and Renewals</span></li> </ul> <p>&nbsp;</p> <p><strong>We’re looking for people who:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Have </span><strong>3–6 years of experience</strong><span style="font-weight: 400;"> in Customer Success, Account Management, or Consulting</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Have experience managing </span><strong>mid-market or growth-stage customer portfolios</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Have experience owning and growing customer relationships in </span><strong>retention or quota-influenced roles</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are comfortable identifying expansion signals and collaborating with revenue teams</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience in SaaS platforms serving associations, nonprofits, or ERP-adjacent markets is a strong plus</span></li> </ul> <p><strong>Successful candidates will also:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Forecast retention risk and execute mitigation strategies</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrate strong curiosity and critical thinking</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Be highly organized and detail oriented</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Communicate confidently with both technical and executive audiences</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Thrive in remote, autonomous environments</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Be motivated by helping mission-driven organizations succeed</span></li> </ul> <p>&nbsp;</p> <p><strong>The tools in your tech stack:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Apple (Mac)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Google Suite</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Slack</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">HubSpot CRM + Sales Hub</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Zendesk</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Jira</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Asana</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Zoom</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Calendly</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Loom</span></li> </ul> <p><br><br></p> <p><strong>The perks of being on the Rhythm team:</strong></p> <p><em><span style="font-weight: 400;">Remote work: We believe our team members can make an impact from anywhere with a stable internet connection, so we are fully and permanently remote.</span></em></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Healthcare: Keeping our team healthy is one of our top priorities, so employees have access to medical, dental, and vision for themselves and their dependents.&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Unlimited vacation: There’s more to life than work, so we want our team to take time off to recharge, have fun, and take care of personal needs.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Financial well-being: In addition to transparent and equitable pay, we offer employees the opportunity to participate in a 401K.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ongoing learning: The team at Rhythm is a curious bunch. That’s why we have ongoing learning opportunities like office hours, online courses, and industry conferences.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">World-class team: If you look around at our team, you’ll see a diverse group of helpers, innovators, and creators who love making a difference. Every day, we show up for each other and our customers.</span></li> </ul> <p><br><br></p> <p><strong>What your compensation will look like:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Cash compensation range: $95,000 – $125,000</span></li> </ul><div class="content-conclusion"><p>&nbsp;</p> <p><br><br></p></div>