Growth 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 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 customers Develop strong relationships with key customer stakeholders Serve 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