Senior 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 Senior Customer Success Manager

Rhythm’s Senior Customer Success Manager is the go-to resource for our valued customers. You will advise and guide our wide array of customers, ensuring they are continually driving value from Rhythm.

In this role, you are responsible for the retention, expansion and satisfaction of our customers. As a trusted advisor, you will understand your customer’s organization, overarching strategy and objectives, and recommend how Rhythm can be optimally applied to support them.

In this role, you’ll get to:

• Develop quarterly strategic action plans using a deep understanding of core metrics and expectations of the role and ability to execute against those metrics 
• Formulize a customer management plan by segmenting customers into risk and growth categories and outline tactics to mitigate churn and secure ARR upside
• Maintain an accurate forecast for in-month and future month performance
• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in Rhythm
• Execute and lead Quarterly Business Reviews (QBRs) with customers to review Rhythm’s impact on their organization
• Understand and respond to customers’ advanced technical requirements and resolve inquiries through cross-department collaboration
• Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success, sharing accountability in their success
• Identify and develop new opportunities for expanding the customer's usage of Rhythm’s platform and professional services
• Monitor customer health and create risk mitigation plans where needed
• Secure customer references, reviews, and case studies
• Collaborate with other Rhythm teams, and executive leadership, to ensure adoption and successful customer renewals

We’re looking for people who:

• Have 5+ years experience in Sales, Account Management or Customer Success
• Have 2+ years experience with B2B SaaS products
• Have experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
• Have experience forecasting retention risk and executing mitigation strategies
• Have strong intellectual curiosity and critical thinking skills that shine when unearthing customer goals and overcoming obstacles
• Are well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
• Have confidence and experience speaking to different audiences through written and verbal communication
• Strive to empathize with others, seeing situations from perspectives other than their own
• Have high levels of self-motivation, ownership, and adaptability
• Can effectively communicate with internal teams while being remote and working autonomously
• Want to help mission-driven organizations do good in their industries, professions, and communities

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.