Senior Client Success Manager

Rithum is the world's most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.

**Overview**

As a **Senior Client Success Manager**, you will serve as the primary relationship owne**r** for a portfolio of **strategic accounts.** You will act as the strategic point of contact throughout the client journey—leading onboarding, driving business outcomes, conducting business reviews, preparing for renewals, and identifying growth opportunities. Your goal is to ensure each client achieves measurable success with Rithum, while building strong partnerships that drive satisfaction, retention, and long-term value. This role requires strong communication, executive presence, commercial acumen, and cross-functional collaboration with Sales, Legal, Product, and Support to deliver results for our clients and for Rithum. As a senior team member, you will also coach and mentor less experienced Client Success Managers, helping elevate the overall team's capabilities and execution.

**Responsibilities**

Client Relationship Ownership
- Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion.
- Understand and align to each client's business objectives, industry context, and success measures.
- Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact.
- Proactively engage clients to understand their evolving needs and position Rithum's offerings accordingly.
- Manage escalations with professionalism, urgency, and confidence to maintain strong client trust.

Client Success Management
- Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment.
- Build consultative relationships that connect Rithum's solutions to the client's business strategy and challenges.
- Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies.
- Facilitate enablement sessions that improve product adoption and drive business outcomes.
- Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities.
- Coach and mentor less experienced Client Success Managers to support team growth and consistency.

Growth & Expansion
- Identify and nurture opportunities for upsell and cross-sell that align to the client's strategic goals and current usage.
- Partner with Account Executives to support account planning and execute expansion strategies.
- Position new capabilities and services in the context of client needs and competitive pressures.
- Support the development of growth plans that help clients realize additional value from their investment in Rithum.

Renewals Management
- Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations.
- Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals.
- Provide clear, early forecasts of renewal likelihood and engage proactively to address risks.
- Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value.

**Qualifications**

Minimum Qualifications
- 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
- Prior eCommerce or eCommerce SaaS experience.
- Demonstrated ability to support strategic accounts—clients with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential.
- Demonstrated proficiency in client relationship management, communication, and internal collaboration.
- High proficiency with Salesforce and related tools to manage account workflows and maintain data accuracy.
- Strong verbal and written communication skills, including the ability to engage and influence client stakeholders at multiple levels.
- Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders.
- Excellent organizational skills and the ability to manage multiple priorities effectively.

Preferred Qualifications
- Bachelor's degree in business, Marketing, Communications, or related field.
- 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to support increasingly complex and strategic accounts.
- Familiarity with strategic account planning and enterpris