Senior Strategic 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?)

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