Director of Customer Success

Who Is InRhythm?

InRhythm is a leading modern product consultancy and digital innovation firm with a mission to make a dent in the digital economy. Founded in 2002, InRhythm is currently engaged by Fortune 50 enterprises to bring their next generation of digital products and platforms to market. InRhythm has helped hundreds of teams launch mission-critical products that have created a positive impact worth billions of dollars.

InRhythm’s unique capabilities of Product Innovation and Platform Modernization services are the most sought-after. The InRhythm team of A thought leaders don’t just “get an assignment,” they join the company to do what they love. It’s that passion that has helped us grow rapidly and consistently deliver on our commitment to helping clients develop better, faster, and in rhythm.

What We Do At InRhythm

We bring enterprises' most urgent and important products to market with high velocity, high quality and 10x impact. We enable innovative cultures by coaching teams with the right mix and maturity of modern tools, methods, and thought leadership.

This is a unique opportunity to get in on the ground floor of an evolving team. InRhythm clients include a broad range of highly visible and recognizable customers

From greenfield to tier-one builds, our clients look to us to deliver their mission-critical projects related to product strategy, design, cloud native applications, as well as mobile and web development. The projects we work on literally change the world. They change the way we live, work, and think in a positive way.

Role

The Director of Customer Success is a hands-on leadership role responsible for ensuring best-in-class project execution, optimizing resource utilization, and driving operational scale. This individual will lead, manage, and hold people accountable while fostering a culture of ownership, customer-first execution, and relentless learning. The role requires a sharp focus on financial health, consultant retention, and career development, ultimately improving profitability and long-term client relationships.

This role is ideal for a high-energy, results-driven leader who thrives in fast-paced environments and drives execution at scale. You are as comfortable rolling up your sleeves as you are leading strategic discussions. You own outcomes and deliver with urgency, precision, and accountability. You inspire teams, optimize processes, and elevate the client experience—all while driving revenue growth and support consultant career development.

Key Responsibilities

Leadership & Management

• Lead, manage, and hold teams accountable for delivery excellence.
• Foster a high-performance, hands-on ownership culture with a strong bias for action.
• Champion a Customer First mindset: No excuses—only delivery.
• Develop and execute a customer success strategy aligned with InRhythm’s business goals, ensuring high-value client engagement and retention.
• Establish best practices, playbooks, and frameworks to drive adoption, satisfaction, and long-term success for clients.
• Build and lead a high-performing Customer Success team, hiring and developing talent as needed.
• Additional responsibilities as defined by management, including new projects, cross-functional support, or other tasks aligned with evolving business needs and priorities.

Project Execution & Governance

• Establish and enforce best-in-class project governance and execution methodologies.
• Institute monthly Executive Sponsor Pulse Checks to proactively address friction.
• Implement a one-sprint resolution policy for client friction points.
• Oversee project health and ensure engagements meet target client satisfaction scores (NPS or similar).

Operational Excellence, Metrics & Resource Optimization

• Define and track KPIs for customer success, including retention and expansion revenue turrets, and client satisfaction scores.
• Optimize consultant utilization and deployment, ensuring the right resources are in the right places.
• Drive operational scale and efficiency at client sites using InRhythm’s methodologies and practices.
• Hold teams to operational excellence standards defined by the leadership team.
• Drive financial performance by improving project profitability and maintaining target retention metrics of top financial services clients.
• Develop scalable processes and systems for tracking client engagement, feedback, and success metrics.
• Leverage data-driven insights to continuously improve customer outcomes.

Strategic Growth & Client Impact

• Own and strengthen executive relationships with key customers, serving as a trusted advisor.
• Launch council to share best practices among the top five financial services clients.
• Ensure ongoing learning, growth, and knowledge sharing to elevate consultant impact.
• Lead QBRs (Quarterly Business Reviews) and executive briefings to ensure client success and identify growth opportunities.
• Drive quarterly and annual targets for client satisfaction, retention, and profitability.
• Partner with Sales and Delivery teams to drive renewals, upsells, and cross-sells within existing accounts.
• Proactively identify risks of churn and implement strategies to retain clients.

Collaboration & Thought Leadership

• Partner with other internal teams to showcase customer success stories and insights.
• Work closely with Practice Leadership teams to provide client feedback and influence service offerings.
• Represent InRhythm at industry events, webinars, and executive forums to reinforce our brand as a trusted consulting partner.

Required Experience, Skills and Qualifications

• 10 years of experience in Customer Success, Account Management, or Client Services, preferably in a technology consulting or professional services.
• Proven track record of driving enterprise customer retention and revenue growth.
• Strong understanding of software engineering, agile transformation, and product development.
• Exceptional ability to build and maintain senior-level relationships within enterprise clients.
• Experience managing customer success teams and scalable programs.
• Data-driven mindset with experience in CRM and CS platforms (Salesforce primarily).
• Excellent communication, negotiation, and presentation skills.
• Passion for creating outstanding client experiences and driving tangible business value.

Personal Characteristics for Success

• Customer First: We obsess about our customers’ needs and outcomes first.
• Drive: We are driven, hungry to make an impact. “It's Day One, always”
• Relationships: We build and maintain positive relationships.
• Ownership: We practice hands-on ownership with a strong bias for action.
• Learning and Growth: We learn and grow daily.
• Empathy and Compassion: We take a people-first approach always

Why Work at InRhythm?

People at InRhythm are entrepreneurs and innovators at heart and problem solvers who find new ways to overcome challenges. InRhythm continues to evolve and grow – and is now prepared to accelerate with the addition of this role to our community.

At InRhythm we believe in building a better workplace. When you join our team, you can expect a number of work/life benefits:

• Comprehensive and customizable Medical, Dental, and Vision Plans
• 401(k) Matching
• Paid Parental Leave
• Scalable PTO
• Reimbursements for personalized birthday experiences
• Social and Flexible Work Environment
• Media Streaming, Book, and Fitness Allowances

The hiring range for this position in New York, NY is $140,000 - $150,000 per year, base salary. The base pay actually offered will take into account internal equity and may vary depending on job-related knowledge, skills, and experience among other factors. A bonus may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, depending on level and position offered.