Job Application for Senior Client Success Manager at Rithum LinkedIn Board

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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 will serve as the primary relationship owner for a portfolio of enterprise 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., Gainsight) and ability to use data insights (NPS, CSAT, adoption metrics) to manage client health and risk.
Strong executive presence and experience managing escalations and risk in high-stakes client scenarios.

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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.

Benefits

Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
A 6% 401(k) match
Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
Accident, critical illness, and hospital indemnity insurance
Pet insurance
Legal assistance and identity theft insurance plans
Life insurance 2x salary
Access to the Calm app and the Employee Assistance Program
$65/month Remote work stipend for internet
Culture and team-building activities
Tuition assistance
Career development opportunities
Charitable contribution match up to $250 per year

Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.

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