Rhythm Software, Inc.

What is Rhythm? 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?) The Opportunity: Senior Strategic Customer Success Manager 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. What you’ll own 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. What Strategic Customer Success Looks Like at Rhythm 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. What You’ll Do 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 - Value realization gaps - Organizational changes within the customer - Misaligned expectations - Platform usage decline 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 - Product & Engineering - 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 conversations - Helping develop customer advocates and references Expansion happens naturally when customers are successful. Who This Role Is Ideal For This role is best suited for someone who enjoys working with complex customers and navigating strategic conversations. You likely have experience: - Managing enterprise or strategic customer portfolios - Leading executive-level conversations - Translating business goals into measurable success outcomes - Partnering across multiple internal teams - Operating in a fast-growing SaaS environment What We’re Looking For - 7+ years of experience in Customer Success, Strategic Account Management, or Consulting in B2B SaaS - Demonstrated success managing complex, multi-stakeholder customer relationships - Experience guiding customers through value realization and strategic planning - Confidence working with executive-level stakeholders - Strong judgment when balancing customer advocacy with business priorities - Experience in the association, nonprofit, or ERP-adjacent SaaS market is a strong plus - Comfortable operating in a scaling organization where systems are being built — not inherited Skills That Matter Most Strategic thinking: Ability to connect customer goals with long-term platform value.Executive presence: Confidence engaging with senior leaders and guiding strategic discussions.Systems thinking: Comfort working across teams and building structure where none exists.Clarity under ambiguity: Ability to create direction even when the path is not obvious.Balanced customer advocacy: Knowing when to push for the customer — and when to protect the business. Why This Role Matters Rhythm is evolving from a software provider into a long-term strategic partner for associations and nonprofits. Strategic Customer Success is central to that transformation. This role directly impacts: - Customer retention - Net Revenue Retention - Customer advocacy - Product improvement - Rhythm’s reputation in the market Strategic CSMs ensure that customers do not simply use the platform — they succeed with it. The perks of being on the Rhythm team: 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. - 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. - 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. - Financial well-being: In addition to transparent and equitable pay, we offer employees the opportunity to participate in a 401K. - 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. - 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. What your compensation will look like: - Cash compensation range: $110,000 - $135,000

What is Rhythm? 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 - Product adoption - 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 and grow a portfolio of customers Manage a portfolio of Tier 2 customersDevelop strong relationships with key customer stakeholdersServe as a trusted advisor guiding customers toward success Drive customer success planning and value realization - Translate customer goals into structured Success Plans - Define milestones and measurable outcomes - Track progress toward customer objectives Drive product adoption and engagement - Facilitate cadence calls aligned with the customer engagement model - Monitor product usage and adoption trends - Identify gaps preventing customers from realizing value Monitor health and proactively manage risk Track key health signals including: - Product usage - Customer engagement - Support interactions - Customer sentiment Identify risks early and implement mitigation strategies when signals appear. Identify expansion opportunities 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 Partner cross-functionally to deliver great experiences 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 - HubSpot CRM + Sales Hub - Zendesk - 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 internet connection, so we are fully and permanently remote. - 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. - 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. - Financial well-being: In addition to transparent and equitable pay, we offer employees the opportunity to participate in a 401K. - 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. - 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. What your compensation will look like: - Cash compensation range: $95,000 – $125,000

Scaled Customer Success Manager What is Rhythm? 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 Scaled Customer Success Manager The Scaled Customer Success Manager (Scaled CSM) is responsible for supporting the largest segment of Rhythm’s customer base through scalable engagement strategies, digital programs, and lifecycle automation. This role ensures customers achieve meaningful value from Rhythm while maintaining an exceptional experience at scale. The Scaled CSM focuses on enabling customers to: - Successfully onboard and adopt the platform - Understand how to use Rhythm effectively - Access training, resources, and best practices - Progress toward success with minimal friction Through structured playbooks, digital programs, and repeatable processes, the Scaled CSM ensures that every customer—regardless of size—receives consistent guidance and support. At Rhythm, Scaled Customer Success means: - Delivering value through automation, digital engagement, and structured lifecycle programs - Providing guidance through playbooks, knowledge resources, and scalable education - Ensuring every customer has a clear path from onboarding to long-term adoption In this role, you’ll get to: Drive onboarding and early adoption - Guide customers through onboarding programs - Ensure customers achieve First Value quickly - Deliver structured onboarding resources and enablement Activities may include: - Customer kickoff sessions - Training webinars - Onboarding follow-ups - Resource sharing and enablement Deliver scalable customer engagement programs Manage programs designed to support many customers simultaneously, including: - Webinars and training sessions - Customer newsletters and product updates - Community programs - Educational resources and best practices Execute lifecycle success programs Design and run lifecycle programs that guide customers through their journey with Rhythm. Examples include: - Onboarding programs - Adoption campaigns - Product education initiatives - Customer health monitoring - Renewal readiness preparation Enable customer education and self-service success Ensure customers have easy access to: - Training resources - Knowledge base materials - Best practice documentation - Product release updates Monitor customer health and escalate when needed Track indicators that suggest customers may need additional support, including: - Low product usage - Declining engagement - Negative feedback or sentiment We’re looking for people who: - Have 2–4 years of experience in Customer Success, Account Management, or Consulting - Have experience supporting high-volume customer portfolios - Are comfortable using automation tools and customer success platforms - Demonstrate strong communication and program management skills - Experience in SaaS platforms serving associations, nonprofits, or ERP-adjacent markets is a strong plus Successful candidates will also: - Think operationally about scaling customer engagement - Demonstrate strong empathy and customer advocacy - Communicate clearly in written and verbal formats - Be highly organized and capable of managing multiple priorities - Thrive in remote, autonomous environments - Be motivated to support mission-driven organizations The tools in your tech stack: - Apple (Mac) - Google Suite - Slack - HubSpot CRM + Sales Hub - Zendesk - 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 internet connection, so we are fully and permanently remote. - 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. - 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. - Financial well-being: In addition to transparent and equitable pay, we offer employees the opportunity to participate in a 401K. - 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. - 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. What your compensation will look like: - Cash compensation range: $75,000 – $95,000