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?)

About our Growth Customer Success Manager

The Growth Customer Success Manager (Growth CSM) is responsible for ensuring customers achieve measurable value from Rhythm’s platform while identifying opportunities for deeper adoption and long‑term growth.

This role manages a portfolio of Tier 2 customers
, providing a hybrid engagement model that combines strategic relationship management with scalable processes.

The Growth CSM ensures customers:

• Successfully adopt the platform
• Progress toward defined business outcomes
• Remain healthy and engaged throughout the lifecycle
• Are positioned for renewal and expansion

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.

The Growth CSM operates at the intersection of:

• Customer value realization
• Retention and expansion enablement

At Rhythm, Growth Customer Success means:

• Driving measurable adoption and product value
• Turning healthy customers into expansion opportunities
• Ensuring customers reach renewal with a clear record of success
• Leveraging playbooks, frameworks, and data to manage customers effectively

Growth is created through consistent value delivery—not reactive support.

In this role, you’ll get to:

Manage a portfolio of Tier 2 customers
Develop strong relationships with key customer stakeholders
Serve as a trusted advisor guiding customers toward success

• Translate customer goals into structured Success Plans
• Define milestones and measurable outcomes
• Track progress toward customer objectives

• Facilitate cadence calls aligned with the customer engagement model
• Monitor product usage and adoption trends
• Identify gaps preventing customers from realizing value

Track key health signals including:

• Product usage
• Support interactions

Identify risks early and implement mitigation strategies when signals appear.

Although Growth CSMs do not close revenue transactions, they play a critical role in enabling growth by:

• Identifying expansion signals based on usage and maturity
• Surfacing opportunities to Sales and Renewals teams
• Helping customers understand additional value available through Rhythm

Work closely with:

• Product
• Support
• Professional Services
• Sales and Renewals

We’re looking for people who:

• Have 3–6 years of experience in Customer Success, Account Management, or Consulting
• Have experience managing mid‑market or growth‑stage customer portfolios
• Have experience owning and growing customer relationships in retention or quota‑influenced roles
• Are comfortable identifying expansion signals and collaborating with revenue teams
• Experience in SaaS platforms serving associations, nonprofits, or ERP‑adjacent markets is a strong plus

Successful candidates will also:

• Forecast retention risk and execute mitigation strategies
• Demonstrate strong curiosity and critical thinking
• Be highly organized and detail oriented
• Communicate confidently with both technical and executive audiences
• Thrive in remote, autonomous environments
• Be motivated by helping mission‑driven organizations succeed

The tools in your tech stack:

• Apple (Mac)
• Google Suite
• Slack
• Jira
• Asana
• Zoom
• Calendly
• Loom

The perks of being on the Rhythm team:

Remote work:
We believe our team members can make an impact from anywhere with a stable…