Senior Client Success Manager - Strategic Accounts

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.

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. 

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 

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 

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 compensation practices.

For this position, the expected base pay range is: $80,000-$130,000 per year. 

This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives.

For this position, the expected discretionary bonus is 10% of the annual base salary.