Senior Customer Success Manager

What is Rhythm?

Rhythm helps associations deliver an awesome online experience to their constituents. This means members, event attendees, learners, sponsors, and more all use Rhythm. As constituent expectations evolve to meet a digital-first world, more and more associations 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. (Maybe that’s you?)

In this role, you’ll get to:

• Establish a trusted customer relationship from the Executive Sponsors down to the day-to-day platform users
• Receive feedback from customers as to the effectiveness  of  Rhythm’s  products and services
• Utilize the expertise  in the Rhythm software and educate customers on the use and benefits of our services
• Continually look for ways to engage Rhythm’s  customers and drive customer  satisfaction to help achieve their long-term goals
• Work with the sales team on customer platform upsell opportunities
• Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• 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

We’re looking for people who have:

• Bachelor’s degree or equivalent work experience
• 4+ years of experience working directly with customer accounts, sales or consulting
• 2+ 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
• Demonstrated ability and desire to work and excel in fast-paced environment
• Experience with customer success tools (e.g., ZenDesk, Jira, ChurnZero)
• Excellent organizational and time management skills
• Prior experience working with association management software a plus

The tools in your tech stack:

• Apple (Mac)
• Google Suite
• Slack
• HubSpot CRM + Sales Hub
• Jira
• Zoom
• ChurnZero
• Zendesk
• 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: $90,000-$115,000