Role Description We're looking for a systems-thinker who thrives on building scalable customer success operations from the ground up. You'll own the success of our mid-market customer segment, designing and executing the playbooks, automation, and engagement strategies that drive retention and expansion at scale. This role sits at the intersection of customer success, operations, and growth—you'll be building the infrastructure that ensures our fastest-growing customer segment receives the right engagement at the right time. What you’ll do - Own the health and retention (90%+) of our mid-market customer portfolio, managing relationships through a combination of high-impact touchpoints and systematic engagement. - Build the scaled success motion from scratch—develop playbooks, automated campaigns, and engagement frameworks that can grow with the business. - Monitor account health and usage patterns to identify risks and expansion opportunities, then execute targeted interventions to drive outcomes. - Serve as the primary point of contact for mid-market accounts on renewals, expansions, and strategic questions while coordinating with Support for technical issues. - Design and implement automated outreach campaigns (onboarding sequences, QBRs, exec sponsor updates) that deliver value without requiring 1:1 time. - Identify high-potential accounts ready to graduate to enterprise-level engagement and coordinate handoffs to our Growth and Deployment team. - Partner with Product, Engineering, and Marketing teams to advocate for mid-market customer needs and surface insights that inform product development. - Establish the systems, tools, and processes needed to scale this motion beyond your individual capacity. Qualifications - 4+ years in customer success, account management, or growth roles with demonstrated experience building scaled/digital customer engagement programs. - Track record of driving retention and expansion metrics in a portfolio management model (75-100+ accounts). - Systems-oriented mindset—you see patterns, build frameworks, and create repeatable processes rather than one-off solutions. - Strong technical fluency and ability to quickly learn complex AI/creative software products. - Exceptional written communication skills and ability to craft compelling messaging for different audiences. - Bias toward action and comfort with ambiguity—this role requires building the plane while flying it. - Data-driven approach to decision making with ability to translate insights into action. - Experience in SaaS, AI/ML, or creative software industries preferred. - Ability to work autonomously while collaborating across Sales, Product, Engineering, and Support teams. Requirements - Salary range: $150,000-$190,000 Benefits - Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. - We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed.

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

At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 17,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined. In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion. This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens. At Algolia, we are passionate about our customers so we’re looking for an all Customer Success Manager who is ready to join our team and help support our growing AMER customer base. We're looking for a strategic, relationship-focused Customer Success Manager who thrives in a fast-paced, customer-first environment. In this role, you’ll partner with our top-tier customers as their trusted advisor and business strategist, enabling them to fully leverage and expand the value of Algolia’s platform. You will work closely with our Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices and act as the voice of the customers internally. We want resilient problem solvers who aren’t afraid to think outside the box and get their hands dirty. We expect you to take ownership and be able to execute without defined processes and implicit direction. We're looking for candidates who raise the level of our teams. You should value and practice transparency, have the humility to accept your weaknesses and continuously strive to improve both personally and professionally. Are you ready for the challenge? YOUR ROLE WILL CONSIST OF: - Drive the adoption, value realization, retention and overall success of our customers - Build trusted, consultative relationships with key stakeholders. - Coach customers to get the most out of Algolia by aligning with their objectives and KPIs. - Demonstrate and communicate Algolia’s value proposition and product capabilities. - Lead regular Business Reviews to evaluate adoption, impact, feedback, and next steps. - Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation - Provide regular, proactive recommendations to optimize the use of our platform - Document and clearly articulate the Return on Investment driven by our solution - Anticipate challenges, identify risks, and proactively present solutions - Identify opportunities to expand our partnership with customers - Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back - Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally - Function as the voice of the customer and provide internal feedback on how Algolia can better serve them YOU MIGHT BE A FIT IF YOU HAVE: - 2 - 3+ years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business - Experience working with a portfolio of accounts, supporting a highly technical product - Proven ability to build strong relationships, establish credibility, and communicate effectively across all levels of an organization - Ability to set priorities, drive decisions and reach resolution on recommendations and issues - Ability to influence others towards continuous improvement, both internally and externally - Experience successfully managing customer engagements to completion and customer satisfaction - Excellent presentation, written and verbal communication skills - Proven time management skills with the ability to prioritize tasks - Nice to have: Bilingual French speaker - Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $100 - 200M+ ARR range, high growth, lots of change and building internal infrastructure). #LI-Remote Algolia is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. The annual total cash compensation range (base salary and commission) for this role reflects US market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work. Remote US: On-Target Earnings Pay Range $115,000—$157,000 USD FLEXIBLE WORKPLACE STRATEGY: Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when. We have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, however we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the role it may be available with either a hybrid-remote or in-office schedule. WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES: - GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment. - TRUST - Willingness to trust our co-workers and to take ownership. - CANDOR - Ability to receive and give constructive feedback. - CARE - Genuine care about other team members, our clients and the decisions we make in the company. - HUMILITY - Aptitude for learning from others, putting ego aside. We’re looking for talented, passionate people to help build the world’s best search and discovery technology. We value autonomy, diversity, and collaboration. We’re committed to creating an inclusive workplace where everyone is respected and supported—regardless of race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability, or socioeconomic background. IMPORTANT NOTICE FOR CANDIDATES - Recruitment Fraud Notice We’ve recently seen an increase in recruitment scams targeting job seekers. To help protect yourself, please keep the following in mind: - Our open positions may appear on third-party job boards, but the best way to apply safely is directly through our careers page. - All genuine communication from Algolia will come from an @algolia.com email address. If you receive an email from someone claiming to work at Algolia who does not have an @algolia.com email address, please do not respond or share any personal information. - We’ll never ask for payments, purchases, or financial details during the hiring process. READY TO APPLY? If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!

• Becoming a trusted advisor to your customers, providing guidance, best practices and further instill value throughout customer lifetime • Discover and refine customer goals, shrinking customer time to value • Actively work to improve customer health, mitigate churn risk, and drive retention • Perform regular outreach to ensure customers are up to date on new features, and that they are tracking towards achieving stated goals • Run live customer meetings both in person and via the web (onboarding, assigned outreach, quarterly business reviews, feature demos, etc.) as needed and directed • Serve as the primary interface to manage and resolve any critical customer situations • Manage renewals and contract extensions for your assigned group of customers • Quarterback identified growth opportunities and work with sales team to drive wins • Ensure all activities are sufficiently documented in Salesforce to build upon interactions • Be a conduit and team player with Product, Marketing, Support, and other teams to meet the needs of our customers today and tomorrow, helping to prioritize roadmap