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 e**nterprise 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, 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 strategic point of contact for enterprise accounts across the full client lifecycle, from onboarding through renewal and expansion.
- Own overall success metrics and business outcomes for assigned accounts.
- Conduct regular business reviews and success checkpoints to track progress, communicate impact, and align with evolving client goals.
- Proactively engage clients to understand their needs, share insights, and enable growth through Rithum's offerings.
- Manage escalations with urgency and clarity, ensuring timely resolution and client confidence.

Client Success Management
- Lead onboarding and implementation, ensuring a strong start through tailored guidance and training.
- Build deep, consultative relationships by aligning Rithum's solutions to the client's unique business needs and objectives.
- Monitor account health using data and client interactions to proactively surface risks and manage resolution.
- Design and deliver enablement sessions that drive adoption, product proficiency, and impact.
- Collaborate across internal teams to align priorities and continuously improve the client experience.
- Coach and mentor less experienced Client Success Managers to build team strength and consistency.

Growth & Expansion
- Identify opportunities for upsell and cross-sell that align with the client's goals and current usage.
- Partner with Account Executives on account planning and support expansion execution.
- Position new capabilities or services to clients in the context of their business needs and goals.
- Help clients realize the full value of their investment with Rithum and expand their usage accordingly.

Renewals Management
- Own and execute the renewal process for each account, ensuring contracts are completed accurately and on time.
- Collaborate with Sales, Legal, and Finance on pricing, quotes, packaging changes, and commercial approvals.
- Accurately forecast renewals and communicate risks early, with clear mitigation strategies.
- Lead conversations with clients about terms and timelines, ensuring transparency and trust throughout the process.

**Qualifications**

Minimum Qualifications
- 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
- Direct experience providing services to enterprise-level clients, with a track record of managing client relationships involving high-value contracts, complex stakeholders, and cross-functional collaboration.
- Prior eCommerce or eCommerce SaaS experience.
- 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.
- Contract management and renewal experience, partnering 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 related field.
- 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to take on more complex enterprise-level clients.
- Experience demonstrating value realization and supporting client enablement and training, aligned to competencies such as Client Value Realization and Client Enablement & Training.
- Proficiency with Client Success platforms (e.g., Gains