Sr. Strategic 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> <h3><strong>The Opportunity: Senior Strategic Customer Success Manager</strong></h3> <p><span style="font-weight: 400;">Rhythm is looking for a </span><strong>Senior Strategic Customer Success Manager</strong><span style="font-weight: 400;"> to own and guide success for our most important customers.</span></p> <p><span style="font-weight: 400;">This is not a traditional “check-in and renewal” Customer Success role.</span></p> <p><span style="font-weight: 400;">Instead, this role is responsible for ensuring that Rhythm’s strategic customers achieve </span><strong>real, measurable outcomes through the platform and partnership</strong><span style="font-weight: 400;">.</span></p> <p><span style="font-weight: 400;">You will work directly with executive stakeholders at mission-driven organizations — including Executive Directors, CIOs, COOs, and other senior leaders — to ensure Rhythm becomes a long-term strategic partner in their success.</span></p> <p><span style="font-weight: 400;">Your work will directly influence:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer retention and expansion</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strategic product feedback</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer advocacy and references</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Rhythm’s reputation as a trusted partner in the association and nonprofit market</span></li> </ul> <p><span style="font-weight: 400;">This role is ideal for someone who enjoys operating at the intersection of </span><strong>customer strategy, business outcomes, and organizational alignment.</strong></p> <h3><strong>What you’ll own</strong></h3> <p><span style="font-weight: 400;">The Senior Strategic CSM is the single accountable owner of post-implementation customer success for Rhythm’s most strategic accounts.</span></p> <p><span style="font-weight: 400;">You will guide customers through the entire lifecycle after implementation, ensuring they achieve value, remain aligned with the platform, and continue to grow with Rhythm over time.</span></p> <p><span style="font-weight: 400;">Your focus is not activity — it is customer outcomes.</span></p> <h3><strong>What Strategic Customer Success Looks Like at Rhythm</strong></h3> <p><span style="font-weight: 400;">At Rhythm, Strategic Customer Success means:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Owning </span><strong>customer value realization</strong><span style="font-weight: 400;">, not reactive support</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Defining a </span><strong>shared definition of success</strong><span style="font-weight: 400;"> with executive stakeholders</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Translating customer goals into structured success plans</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Making customer health, risks, and opportunities </span><strong>visible and manageable</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Coordinating across internal teams to deliver a cohesive customer experience</span></li> </ul> <p><span style="font-weight: 400;">Strategic Customer Success requires </span><strong>judgment, clarity, and influence</strong><span style="font-weight: 400;"> — not just process.</span></p> <h3><strong>What You’ll Do</strong></h3> <p><strong>Own Strategic Customer Outcomes</strong></p> <p><span style="font-weight: 400;">Serve as the primary success owner for a portfolio of Rhythm’s most strategic customers.</span></p> <p><span style="font-weight: 400;">You will:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Build and maintain </span><strong>North Star Success Plans</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Define customer outcomes, milestones, and success criteria</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure value realization is measurable and visible</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Maintain clarity around expectations, scope, and partnership commitments</span></li> </ul> <p><strong>Build Executive-Level Relationships</strong></p> <p><span style="font-weight: 400;">Develop trusted relationships with senior leaders inside your customer accounts.</span></p> <p><span style="font-weight: 400;">You will:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Lead strategic conversations with executive stakeholders</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Facilitate Quarterly Business Reviews focused on outcomes and alignment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Help customers connect their organizational goals to Rhythm’s platform capabilities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Act as a trusted advisor when priorities or expectations shift</span></li> </ul> <p><strong>Manage Customer Health and Risk</strong></p> <p><span style="font-weight: 400;">You will own the </span><strong>narrative of customer health</strong><span style="font-weight: 400;">, not just a metric.</span></p> <p><span style="font-weight: 400;">This includes identifying and proactively managing risks such as:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Low adoption</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Value realization gaps</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Organizational changes within the customer</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Misaligned expectations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Platform usage decline</span></li> </ul> <p><span style="font-weight: 400;">Your goal is simple: </span><strong>no surprises at renewal.</strong></p> <p><strong>Orchestrate Cross-Functional Success</strong></p> <p><span style="font-weight: 400;">Strategic CSMs operate as the internal conductor of the customer experience.</span></p> <p><span style="font-weight: 400;">You will coordinate across:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Implementation</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Product &amp; Engineering</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><span style="font-weight: 400;">You ensure Rhythm delivers a </span><strong>coordinated, predictable, and high-quality experience</strong><span style="font-weight: 400;"> for each strategic customer.</span></p> <p><strong>Enable Customer Growth</strong></p> <p><span style="font-weight: 400;">While you do not directly own upsells or renewals, you play a critical role in enabling expansion by:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Identifying opportunities rooted in customer success</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensuring opportunities are well-timed and properly qualified</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Partnering with Sales and Renewals to support expansion conversations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Helping develop customer advocates and references</span></li> </ul> <p><span style="font-weight: 400;">Expansion happens naturally when customers are successful.</span></p> <h3><strong>Who This Role Is Ideal For</strong></h3> <p><span style="font-weight: 400;">This role is best suited for someone who enjoys working with complex customers and navigating strategic conversations.</span></p> <p><span style="font-weight: 400;">You likely have experience:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Managing enterprise or strategic customer portfolios</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Leading executive-level conversations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Translating business goals into measurable success outcomes</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Partnering across multiple internal teams</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Operating in a fast-growing SaaS environment</span></li> </ul> <h3><strong>What We’re Looking For</strong></h3> <ul> <li style="font-weight: 400;"><strong>7+ years of experience</strong><span style="font-weight: 400;"> in Customer Success, Strategic Account Management, or Consulting in B2B SaaS</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated success managing </span><strong>complex, multi-stakeholder customer relationships</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience guiding customers through </span><strong>value realization and strategic planning</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Confidence working with </span><strong>executive-level stakeholders</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong judgment when balancing customer advocacy with business priorities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience in the </span><strong>association, nonprofit, or ERP-adjacent SaaS market</strong><span style="font-weight: 400;"> is a strong plus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Comfortable operating in a </span><strong>scaling organization where systems are being built — not inherited</strong></li> </ul> <h3><strong>Skills That Matter Most</strong></h3> <p><strong>Strategic thinking: <span style="font-weight: 400;">Ability to connect customer goals with long-term platform value.</span></strong><strong>Executive presence: <span style="font-weight: 400;">Confidence engaging with senior leaders and guiding strategic discussions.</span></strong><strong>Systems thinking: <span style="font-weight: 400;">Comfort working across teams and building structure where none exists.</span></strong><strong>Clarity under ambiguity: <span style="font-weight: 400;">Ability to create direction even when the path is not obvious.</span></strong><strong>Balanced customer advocacy: <span style="font-weight: 400;">Knowing when to push for the customer — and when to protect the business.</span></strong></p> <h3><strong>Why This Role Matters</strong></h3> <p><span style="font-weight: 400;">Rhythm is evolving from a software provider into a </span><strong>long-term strategic partner for associations and nonprofits.</strong></p> <p><span style="font-weight: 400;">Strategic Customer Success is central to that transformation.</span></p> <p><span style="font-weight: 400;">This role directly impacts:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer retention</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Net Revenue Retention</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer advocacy</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Product improvement</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Rhythm’s reputation in the market</span></li> </ul> <p><span style="font-weight: 400;">Strategic CSMs ensure that customers do not simply </span><strong>use the platform — they succeed with it.</strong></p> <p><strong>The perks of being on the Rhythm team:</strong></p> <p><em><strong>Remote work:</strong><span style="font-weight: 400;"> 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;"><strong>Healthcare: </strong><span style="font-weight: 400;">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;"><strong>Unlimited vacation: </strong><span style="font-weight: 400;">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;"><strong>Financial well-being: </strong><span style="font-weight: 400;">In addition to transparent and equitable pay, we offer employees the opportunity to participate in a 401K.</span></li> <li style="font-weight: 400;"><strong>Ongoing learning: </strong><span style="font-weight: 400;">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;"><strong>World-class team: </strong><span style="font-weight: 400;">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>&nbsp;</p> <h3><strong>What your compensation will look like:</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Cash compensation range: $110,000 - $135,000</span></li> </ul><div class="content-conclusion"><p>&nbsp;</p> <p><br><br></p></div>