Rhythm

Compensation

Full Description

Description: • Lead and grow a high-performing team across Onboarding, Support, Customer Success, and Ongoing Services • Build and execute a customer experience strategy that increases retention, drives upsells, and creates raving fans • Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive team • Own renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunities • Design and execute processes for scaling high-margin services and increasing customer lifetime value • Create services packaging/pricing frameworks to drive recurring services revenue • Plan and manage the full customer experience budget, working closely with the CFO • Define and optimize handoff workflows between Sales → Onboarding → Support/CS • Champion instrumentation across the customer journey (product usage data, onboarding time, health scores) • Identify and fill gaps in tooling, playbooks, and documentation to ensure operational excellence • Partner with Product and Engineering to advocate for customer needs based on usage and feedback data Requirements: • 7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS • Experience with complex onboarding processes and multi-module enterprise software • Proven success driving customer outcomes across onboarding, support, and customer success • Experience with API-based products and managing teams that do technical service work (ideal but not required) • Track record of building high-performing teams and scaling customer orgs • Self-starter who thrives in a fast-paced, ambiguous environment • Collaborative leadership style with strong cross-functional communication skills • Deep empathy for customers and a passion for improving their experience • Data-driven approach; comfortable using metrics and KPIs to drive performance • Bias toward action, operational rigor, and continuous improvement Benefits: • 150-200k base salary • Performance-based bonus • Equity package • Competitive compensation and bonus opportunities • Flexible, remote-first environment • Opportunity to play a central leadership role with direct impact on retention and revenue • Work alongside experienced engineers, product thinkers, and entrepreneurs