Scaled Customer Success Manager

Rhythm Software Inc. is dedicated to helping associations and non-profits deliver exceptional online experiences. The Scaled Customer Success Manager will support Rhythm's largest customer segment through scalable engagement strategies and ensure customers achieve meaningful value from the platform while maintaining an exceptional experience at scale.

Responsibilities:

• Drive onboarding and early adoption
• Guide customers through onboarding programs
• Ensure customers achieve First Value quickly
• Deliver structured onboarding resources and enablement
• Customer kickoff sessions
• Training webinars
• Onboarding follow-ups
• Resource sharing and enablement
• Deliver scalable customer engagement programs
• Manage programs designed to support many customers simultaneously, including:
• Webinars and training sessions
• Customer newsletters and product updates
• Community programs
• Educational resources and best practices
• Execute lifecycle success programs
• Design and run lifecycle programs that guide customers through their journey with Rhythm
• Examples include:
• Onboarding programs
• Adoption campaigns
• Product education initiatives
• Customer health monitoring
• Renewal readiness preparation
• Enable customer education and self-service success
• Ensure customers have easy access to:
• Training resources
• Knowledge base materials
• Best practice documentation
• Product release updates
• Monitor customer health and escalate when needed
• Track indicators that suggest customers may need additional support, including:
• Low product usage
• Declining engagement
• Negative feedback or sentiment

Requirements:

• Have 2–4 years of experience in Customer Success, Account Management, or Consulting
• Have experience supporting high-volume customer portfolios
• Are comfortable using automation tools and customer success platforms
• Demonstrate strong communication and program management skills
• Experience in SaaS platforms serving associations, nonprofits, or ERP-adjacent markets is a strong plus
• Think operationally about scaling customer engagement
• Demonstrate strong empathy and customer advocacy
• Communicate clearly in written and verbal formats
• Be highly organized and capable of managing multiple priorities
• Thrive in remote, autonomous environments
• Be motivated to support mission-driven organizations