Scaled Customer Success Manager

About our Scaled Customer Success Manager

The Scaled Customer Success Manager (Scaled CSM) is responsible for supporting the largest segment of Rhythm's customer base through scalable engagement strategies, digital programs, and lifecycle automation.

This role ensures customers achieve meaningful value from Rhythm while maintaining an exceptional experience at scale.

The Scaled CSM focuses on enabling customers to:

• Successfully onboard and adopt the platform
• Understand how to use Rhythm effectively
• Access training, resources, and best practices
• Progress toward success with minimal friction

Through structured playbooks, digital programs, and repeatable processes, the Scaled CSM ensures that every customer-regardless of size-receives consistent guidance and support.

At Rhythm, Scaled Customer Success means:

• Delivering value through automation, digital engagement, and structured lifecycle programs
• Providing guidance through playbooks, knowledge resources, and scalable education
• Ensuring every customer has a clear path from onboarding to long-term adoption

In this role, you'll get to:

Drive onboarding and early adoption

• Guide customers through onboarding programs
• Ensure customers achieve First Value quickly
• Deliver structured onboarding resources and enablement

Activities may include:

• 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

We're looking for people who:

• 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

Successful candidates will also:

• 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

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.

What your compensation will look like:

• Cash compensation range: $75,000 - $95,000