Customer Success Manager

• 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.
• 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.
• 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.
• 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.

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