Sr. Strategic Customer Success Manager

Rhythm Software•Atlanta, GA

3d•$110,000 - $135,000•Remote

About The Position

Rhythm is looking for a Senior Strategic Customer Success Manager to own and guide success for our most important customers. This is not a traditional “check-in and renewal” Customer Success role. Instead, this role is responsible for ensuring that Rhythm’s strategic customers achieve real, measurable outcomes through the platform and partnership . You will work directly with executive stakeholders at mission-driven organizations — including Executive Directors, CIOs, COOs, and other senior leaders — to ensure Rhythm becomes a long-term strategic partner in their success. Your work will directly influence: Customer retention and expansion Strategic product feedback Customer advocacy and references Rhythm’s reputation as a trusted partner in the association and nonprofit market This role is ideal for someone who enjoys operating at the intersection of customer strategy, business outcomes, and organizational alignment. The Senior Strategic CSM is the single accountable owner of post-implementation customer success for Rhythm’s most strategic accounts. You will guide customers through the entire lifecycle after implementation, ensuring they achieve value, remain aligned with the platform, and continue to grow with Rhythm over time. Your focus is not activity — it is customer outcomes. At Rhythm, Strategic Customer Success means: Owning customer value realization , not reactive support Defining a shared definition of success with executive stakeholders Translating customer goals into structured success plans Making customer health, risks, and opportunities visible and manageable Coordinating across internal teams to deliver a cohesive customer experience Strategic Customer Success requires judgment, clarity, and influence — not just process. This role is best suited for someone who enjoys working with complex customers and navigating strategic conversations. Rhythm is evolving from a software provider into a long-term strategic partner for associations and nonprofits. Strategic Customer Success is central to that transformation. This role directly impacts: Customer retention Net Revenue Retention Customer advocacy Product improvement Rhythm’s reputation in the market Strategic CSMs ensure that customers do not simply use the platform — they succeed with it.

Requirements

7+ years of experience in Customer Success, Strategic Account Management, or Consulting in B2B SaaS
Demonstrated success managing complex, multi-stakeholder customer relationships
Experience guiding customers through value realization and strategic planning
Confidence working with executive-level stakeholders
Strong judgment when balancing customer advocacy with business priorities
Strategic thinking: Ability to connect customer goals with long-term platform value.
Executive presence: Confidence engaging with senior leaders and guiding strategic discussions.
Systems thinking: Comfort working across teams and building structure where none exists.
Clarity under ambiguity: Ability to create direction even when the path is not obvious.
Balanced customer advocacy: Knowing when to push for the customer — and when to protect the business.

Nice To Haves

Experience in the association, nonprofit, or ERP-adjacent SaaS market is a strong plus
Comfortable operating in a scaling organization where systems are being built — not inherited

Responsibilities

Own Strategic Customer Outcomes
Serve as the primary success owner for a portfolio of Rhythm’s most strategic customers.
Build and maintain North Star Success Plans
Define customer outcomes, milestones, and success criteria
Ensure value realization is measurable and visible
Maintain clarity around expectations, scope, and partnership commitments
Build Executive-Level Relationships
Develop trusted relationships with senior leaders inside your customer accounts.
Lead strategic conversations with executive stakeholders
Facilitate Quarterly Business Reviews focused on outcomes and alignment
Help customers connect their organizational goals to Rhythm’s platform capabilities
Act as a trusted advisor when priorities or expectations shift
Manage Customer Health and Risk
You will own the narrative of customer health , not just a metric.
Identifying and proactively managing risks such as: Low adoption Value realization gaps Organizational changes within the customer Misaligned expectations Platform usage decline
Orchestrate Cross-Functional Success
Strategic CSMs operate as the internal conductor of the customer experience.
Coordinate across: Implementation Product & Engineering Support Professional Services Sales and Renewals
Enable Customer Growth
Identifying opportunities rooted in customer success
Ensuring opportunities are well-timed and properly qualified
Partnering with Sales and Renewals to support expansion conversations
Helping develop customer advocates and references