Senior Client Success Manager - Strategic Accounts

About this role

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, optimize 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 optimized consumer shopping journeys from beginning to end.

Overview

As a Senior Client Success Manager, you are the primary relationship owner and strategic point of contact for a portfolio of strategic accounts. You lead clients through onboarding, business reviews, renewals, and growth, partnering with Sales, Legal, Product, Finance, and Support to ensure each client achieves measurable success with Rithum. You are accountable for client satisfaction, retention, and long-term value, and you coach less experienced Client Success Managers to raise the team's overall execution.

At Rithum, all team members are expected to leverage AI to work smarter, accelerate decision-making, automate repeatable work, and improve outcomes. You are encouraged to continuously identify opportunities to apply AI, data, and scalable processes to enhance productivity, drive innovation, and deliver greater value for our clients, partners, and teams while maintaining appropriate judgment, quality, security, and compliance.

Responsibilities

Client Relationship Ownership

• Own the relationship for a portfolio of strategic accounts across the full lifecycle, from onboarding through renewal and expansion

• Align to each client's business objectives, industry context, and success measures, and communicate progress and impact through regular business reviews

• Manage escalations with urgency and professionalism to maintain client trust

Onboarding, Adoption & Account Health

• Lead onboarding and implementation with customized guidance and strategic alignment to ensure a strong start

• Monitor account health using data and client insights to identify risks early and develop mitigation plans

• Facilitate enablement sessions that improve product adoption and drive business outcomes

• Surface client feedback to internal teams and influence roadmap priorities

Growth & Expansion

• Identify and nurture upsell and cross-sell opportunities aligned to each client's strategic goals and current usage

• Partner with Account Executives on account planning and expansion strategies, positioning new capabilities in the context of client needs and competitive pressures

• Support growth plans that help clients realize additional value from their investment in Rithum

Renewals Management

• Own and execute the renewal process for each account with accuracy and timeliness, aligned to client expectations

• Collaborate with Sales, Legal, and Finance on contract terms, packaging, pricing, and approvals

• Forecast renewal likelihood early and engage proactively to address risks

Team Mentorship

• Coach and mentor less experienced Client Success Managers to support team growth and consistency

Qualifications

Minimum Qualifications

• 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment

• Demonstrated ability to support strategic accounts with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential

• Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders

• 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 or legal stakeholders; familiarity with strategic account planning and enterprise procurement or legal processes

• Excellent organizational skills and the ability to manage multiple priorities effectively

• High proficiency with Salesforce or equivalent tools to manage account workflows and maintain data accuracy

• Prior eCommerce or eCommerce SaaS experience

• Experience using AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to improve productivity through research, communication, analysis, documentation, automation, workflow optimization, and decision-making.

Preferred Qualifications

• 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to increasingly complex and strategic accounts

• Bachelor's degree in the applicable discipline or related field preferred

• Experience supporting client enablement and training, and using data-driven insights to guide decisions

• Proficiency with Client Success platforms (e.g., Gainsight) and the ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact

Travel Required

Up to 10%

What it’s like to work at Rithum

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.

At Rithum you will:

• Partner with the leading brands and retailers.

• Connect with passionate professionals who will help support your goals.

• Participate in an inclusive, welcoming work atmosphere.

• Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.

• Receive industry-competitive compensation and total rewards benefits.

We believe in transparency and fairness in our…