Customer Success Manager

We are a fast-growing SaaS company selling a wide, complicated product to associations & non-profits.  We are looking for a Customer Success Manager who can become a trusted advisor for their assigned accounts. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day, allowing us to quickly meet our customer’s needs.  

The role’s primary responsibility is maintaining and growing ongoing relationships with our customers.  In this role, you will help scale our customer success team as our book of business continues to grow, ensuring a best-in-class customer experience.  Your ability to keep a customer engaged, drive adoption, ensure their complete satisfaction, and become product champions will be key to your success in this role.  

The Customer Success Manager’s goal is to invoke customers’ joy by developing trusted relationships and ensuring they take full advantage of all that our platform has to offer as it relates to their business needs.   

• Establish a trusted advisor relationship from the Executive Sponsors down to the day-to-day users, value is being received from our products and services

• Become an expert in the Rhythm software and educate customers on the use and benefits of our services

• Continually look for ways to delight our customers and drive their satisfaction to help achieve their long-term goals

• Be an advocate for the customer by liaising across multiple teams to ensure their needs are met

• Execute and lead Executive Business Reviews (EBRs) to demonstrate the value of the Rhythm and provide insights into the product roadmap

• Proactively and effectively manage our customers through each stage of their lifecycle journey while driving high NPS levels

• Be a customer ambassador while capturing customer feedback and reporting requests to Product Management and Engineering 

• Drive retention and growth of your assigned accounts while identifying upsell and expansion opportunities 

• Accurately report key customer metrics to ensure visibility into the customer's health

• Bachelor’s degree or equivalent work experience

• 3+ years of experience working directly with customer accounts

• 1+ years of experience with one or more SaaS products

• Experience training and presenting both to groups and one-on-one

• Demonstrated communication skills

• Demonstrated ability to communicate effectively over the phone and in-person

• Demonstrated high-level of personal accountability

• Experience with customer success tools (e.g., ZenDesk, Jira, ChurnZero)

• Excellent organizational and time management skills

For you - the ideal candidate - the answer is an easy one:

• You want the freedom to solve problems the way you want: using the latest tools and techniques 

• You take satisfaction in working with customers and ensuring alignment across the organization

• You love data and building out processes, and feeding back that data for continuous improvement

• You  want to work in a fast-paced environment 

• You have strong interpersonal skills and want to continuously improve through giving and receiving feedback

• A slow, steady smile has spread across your face as you’ve been reading this

Rhythm is a small, rapidly growing startup company based in Atlanta, GA. We’ve embraced the economic and technological benefits of serverless computing and a loosely coupled microservices architecture to deliver high-quality, disruptive software to associations and nonprofits.  

Our north star - simple. Delight the customer.

Everything we do, every activity, every bonus plan, and every initiative - centers around creating child-like joy among our customers. We work closely with our customers to deeply understand their needs and capture the nuance in their daily challenges. We use that knowledge to deliver the best, most intuitive experiences possible. Our ability to listen, learn, develop, and delight quickly and consistently sets us apart. We know we're on our game when customers tell us they feel heard.