Growth Customer Success Manager

Rhythm Software Inc. is dedicated to helping associations and non-profits deliver exceptional online experiences to their constituents. The Growth Customer Success Manager (Growth CSM) is responsible for ensuring that customers achieve measurable value from Rhythm’s platform, manage a portfolio of customers, and drive product adoption and engagement while identifying opportunities for deeper adoption and long-term growth.

Responsibilities:

• Manage and grow a portfolio of customers
• Manage a portfolio of Tier 2 customers
• Develop strong relationships with key customer stakeholders
• Serve as a trusted advisor guiding customers toward success
• Drive customer success planning and value realization
• Translate customer goals into structured Success Plans
• Define milestones and measurable outcomes
• Track progress toward customer objectives
• Drive product adoption and engagement
• Facilitate cadence calls aligned with the customer engagement model
• Monitor product usage and adoption trends
• Identify gaps preventing customers from realizing value
• Monitor health and proactively manage risk
• Track key health signals including:
• Product usage
• Customer engagement
• Support interactions
• Customer sentiment
• Identify risks early and implement mitigation strategies when signals appear
• Identify expansion opportunities
• Although Growth CSMs do not close revenue transactions, they play a critical role in enabling growth by:
• Identifying expansion signals based on usage and maturity
• Surfacing opportunities to Sales and Renewals teams
• Helping customers understand additional value available through Rhythm
• Partner cross-functionally to deliver great experiences
• Work closely with:
• Product
• Support
• Professional Services
• Sales and Renewals

Requirements:

• 3–6 years of experience in Customer Success, Account Management, or Consulting
• Experience managing mid-market or growth-stage customer portfolios
• Experience owning and growing customer relationships in retention or quota-influenced roles
• Comfortable identifying expansion signals and collaborating with revenue teams
• Experience in SaaS platforms serving associations, nonprofits, or ERP-adjacent markets is a strong plus
• Forecast retention risk and execute mitigation strategies
• Demonstrate strong curiosity and critical thinking
• Be highly organized and detail oriented
• Communicate confidently with both technical and executive audiences
• Thrive in remote, autonomous environments
• Be motivated by helping mission-driven organizations succeed