Sr. Strategic Customer Success Manager

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. 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.)

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?)

Rhythm is looking for a Senior Strategic Customer Success Manager to own and guide success for our most important customers.

This is not a traditional “check‑in and renewal” Customer Success role.

Instead, this role is responsible for ensuring that Rhythm’s strategic customers achieve real, measurable outcomes through the platform and partnership
.

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.

Your work will directly influence:

• Customer retention and expansion
• Strategic product feedback
• Customer advocacy and references
• Rhythm’s reputation as a trusted partner in the association and nonprofit market

This role is ideal for someone who enjoys operating at the intersection of customer strategy, business outcomes, and organizational alignment.

The Senior Strategic CSM is the single accountable owner of post‑implementation customer success for Rhythm’s most strategic accounts.

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.

Your focus is not activity — it is customer outcomes.

At Rhythm, Strategic Customer Success means:

• Owning customer value realization
  , not reactive support
• Defining a shared definition of success with executive stakeholders
• Translating customer goals into structured success plans
• Making customer health, risks, and opportunities visible and manageable
• Coordinating across internal teams to deliver a cohesive customer experience

Strategic Customer Success requires judgment, clarity, and influence — not just process.

Own Strategic Customer Outcomes

Serve as the primary success owner for a portfolio of Rhythm’s most strategic customers.

You will:

• Build and maintain North Star Success Plans
• Define customer outcomes, milestones, and success criteria
• Ensure value realization is measurable and visible
• Maintain clarity around expectations, scope, and partnership commitments

Build Executive‑Level Relationships

Develop trusted relationships with senior leaders inside your customer accounts.

You will:

• Lead strategic conversations with executive stakeholders
• Facilitate Quarterly Business Reviews focused on outcomes and alignment
• Help customers connect their organizational goals to Rhythm’s platform capabilities
• Act as a trusted advisor when priorities or expectations shift

Manage Customer Health and Risk

You will own the narrative of customer health
, not just a metric.

This includes identifying and proactively managing risks such as:

• Low adoption
• Organizational changes within the customer
• Misaligned expectations

Your goal is simple:
no surprises at renewal.

Orchestrate Cross‑Functional Success

Strategic CSMs operate as the internal conductor of the customer experience.

You will coordinate across:

• Implementation
• Support
• Professional Services
• Sales and Renewals

You ensure Rhythm delivers a coordinated, predictable, and high‑quality experience for each strategic customer.

Enable Customer Growth

While you do not directly own upsells or renewals, you play a critical role in enabling expansion by:

• Identifying opportunities rooted in customer success
• Ensuring opportunities are well‑timed and properly qualified
• Partnering with Sales and Renewals to support expansion…