Senior Client Success Manager

Join Rithum as a Senior Client Success Manager and Shape the Future of Commerce!

Rithum™ is at the forefront of the commerce network revolution, empowering brands, suppliers, and retailers to collaborate seamlessly and deliver exceptional e-commerce experiences. We’ve built an unmatched platform that helps businesses accelerate growth, optimize operations, scale product offerings, and boost margins. With over 40,000 companies trusting us to drive their business across hundreds of channels, representing over $50 billion in annual GMV, we’re looking for a talented Senior Client Success Manager to join our team and help us continue to drive success for our clients.

About the Role:

As a Senior Client Success Manager at Rithum, you’ll be the trusted advisor and strategic partner for a portfolio of our most important enterprise clients. You will be the single point of contact for your customer and will be there to guide them through the whole customer experience lifecycle. Your mission is to ensure they achieve tangible, measurable success with Rithum, building strong, lasting relationships that foster satisfaction, retention, and long-term value. This role is a blend of strategic thinking, client management, and cross-functional collaboration, requiring exceptional communication, commercial acumen, and a passion for helping clients thrive. You will partner with Sales, Legal, Product, and Support to deliver exceptional results for our clients and Rithum. You will also contribute to the development of our client success managers by coaching and mentoring less experienced team members.

Key Responsibilities:

• Client Relationship Ownership: Act as the strategic point of contact for enterprise accounts, guiding them from onboarding to renewal and expansion.
• Business Outcomes: Take ownership of success metrics and business outcomes for your assigned accounts, driving tangible results.
• Business Reviews: Conduct regular business reviews, tracking progress, showcasing impact, and aligning strategies with evolving client goals.
• Proactive Engagement: Proactively engage with clients to understand their needs, share valuable insights, and unlock growth opportunities through Rithum’s solutions.
• Escalation Management: Effectively manage escalations with urgency and clarity, ensuring timely resolution and maintaining client confidence.

• Onboarding & Implementation: Lead onboarding and implementation processes, providing tailored guidance and training for a strong start.
• Consultative Relationships: Build deep, consultative relationships by aligning Rithum’s solutions with clients’ unique business needs and objectives.
• Account Health Monitoring: Monitor account health using data and client interactions, proactively identifying risks and driving resolutions.
• Enablement Sessions: Design and deliver enablement sessions that drive product adoption, proficiency, and maximum impact.
• Internal Collaboration: Collaborate across internal teams to align priorities and continuously enhance the client experience.
• Team Mentorship: Coach and mentor less experienced Client Success Managers to build team strength and consistency.

• Growth Identification: Identify opportunities for upsell and cross-sell that align with client goals and current product usage.
• Partnership: Partner with Account Executives on account planning and support expansion execution.
• Value Positioning: Position new capabilities and services to clients, highlighting their relevance to business needs and goals.
• Value Realization: Help clients fully realize the value of their investment in Rithum and encourage broader product adoption.

• Renewal Ownership: Own and execute the renewal process for each account, ensuring accuracy and timeliness.
• Collaboration: Collaborate with Sales, Legal, and Finance on pricing, quotes, and commercial approvals.
• Forecasting: Accurately forecast renewals and communicate potential risks early on, with clear mitigation strategies.
• Renewal Transparency: Lead conversations about terms and timelines with clients, ensuring transparency and trust.

What We’re Looking For:

To thrive in this role, you’ll need:

• 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
• Proven experience working with enterprise-level clients, managing high-value contracts, and navigating complex stakeholder relationships.
• Prior experience in the eCommerce or eCommerce SaaS space.
• High proficiency with Salesforce and related tools.
• Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
• Experience in contract management and renewals, working with procurement teams or legal stakeholders.
• Excellent organizational skills and the ability to manage multiple priorities effectively.

Preferred Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years of progressive experience in client-facing roles, with a track record of managing complex enterprise-level clients.
• Experience demonstrating value realization and supporting client enablement and training.
• Proficiency with Client Success platforms (e.g., Gainsight).
• Strong executive presence and experience managing escalations and risk in high-stakes client scenarios.

Why Rithum?

When you join Rithum, you’ll be part of a team of smart, risk-taking, and collaborative individuals who are passionate about shaping the future of commerce. We offer a supportive and inclusive work environment where you’ll be valued, empowered, and given the opportunity to grow your career.

At Rithum, you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals.
• Participate in an inclusive, welcoming work atmosphere.
• Achieve work-life balance.
• Receive industry-competitive compensation.

We offer a comprehensive benefits package, including:

• Affordable medical, dental, and vision benefits.
• A generous 401(k) match.
• Competitive time off.
• Paid caregiver leave.
• And much more!