Scaled Customer Success Manager

<p>&nbsp;</p> <p><strong>Scaled Customer Success Manager</strong></p> <p><br><br></p> <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 Scaled Customer Success Manager</strong></p> <p><span style="font-weight: 400;">The </span><strong>Scaled Customer Success Manager (Scaled CSM)</strong><span style="font-weight: 400;"> is responsible for supporting the largest segment of Rhythm’s customer base through scalable engagement strategies, digital programs, and lifecycle automation.</span></p> <p><span style="font-weight: 400;">This role ensures customers achieve meaningful value from Rhythm while maintaining an exceptional experience at scale.</span></p> <p><span style="font-weight: 400;">The Scaled CSM focuses on enabling customers to:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Successfully onboard and adopt the platform</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Understand how to use Rhythm effectively</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Access training, resources, and best practices</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Progress toward success with minimal friction</span></li> </ul> <p><span style="font-weight: 400;">Through structured playbooks, digital programs, and repeatable processes, the Scaled CSM ensures that every customer—regardless of size—receives consistent guidance and support.</span></p> <p><span style="font-weight: 400;">At Rhythm, Scaled Customer Success means:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Delivering value through </span><strong>automation, digital engagement, and structured lifecycle programs</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Providing guidance through </span><strong>playbooks, knowledge resources, and scalable education</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensuring every customer has a </span><strong>clear path from onboarding to long-term adoption</strong></li> </ul> <p><br><br></p> <p><strong>In this role, you’ll get to:</strong></p> <p><strong>Drive onboarding and early adoption</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Guide customers through onboarding programs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure customers achieve First Value quickly</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Deliver structured onboarding resources and enablement</span></li> </ul> <p><strong>Activities may include:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer kickoff sessions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Training webinars</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Onboarding follow-ups</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Resource sharing and enablement</span></li> </ul> <p><strong>Deliver scalable customer engagement programs</strong></p> <p><span style="font-weight: 400;">Manage programs designed to support many customers simultaneously, including:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Webinars and training sessions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer newsletters and product updates</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Community programs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Educational resources and best practices</span></li> </ul> <p><strong>Execute lifecycle success programs</strong></p> <p><span style="font-weight: 400;">Design and run lifecycle programs that guide customers through their journey with Rhythm.</span></p> <p><span style="font-weight: 400;">Examples include:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Onboarding programs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Adoption campaigns</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Product education initiatives</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer health monitoring</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Renewal readiness preparation</span></li> </ul> <p><strong>Enable customer education and self-service success</strong></p> <p><span style="font-weight: 400;">Ensure customers have easy access to:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Training resources</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Knowledge base materials</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Best practice documentation</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Product release updates</span></li> </ul> <p><strong>Monitor customer health and escalate when needed</strong></p> <p><span style="font-weight: 400;">Track indicators that suggest customers may need additional support, including:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Low product usage</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Declining engagement</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Negative feedback or sentiment</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>2–4 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 supporting </span><strong>high-volume customer portfolios</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are comfortable using </span><strong>automation tools and customer success platforms</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrate strong </span><strong>communication and program management skills</strong></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;">Think operationally about scaling customer engagement</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrate strong empathy and customer advocacy</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Communicate clearly in written and verbal formats</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Be highly organized and capable of managing multiple priorities</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 to support mission-driven organizations</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: $75,000 – $95,000</span></li> </ul> <p><br><br></p><div class="content-conclusion"><p>&nbsp;</p> <p><br><br></p></div>