Rithum

Senior Client Success Manager – Strategic Accounts

Rithum

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

About the role

  • Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion.
  • Understand and align to each client’s business objectives, industry context, and success measures.
  • Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact.
  • Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly.
  • Manage escalations with professionalism, urgency, and confidence to maintain strong client trust.
  • Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment.
  • Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges.
  • Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies.
  • Facilitate enablement sessions that improve product adoption and drive business outcomes.
  • Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities.
  • Coach and mentor less experienced Client Success Managers to support team growth and consistency.
  • Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage.
  • Partner with Account Executives to support account planning and execute expansion strategies.
  • Position new capabilities and services in the context of client needs and competitive pressures.
  • Support the development of growth plans that help clients realize additional value from their investment in Rithum.
  • Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations.
  • Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals.
  • Provide clear, early forecasts of renewal likelihood and engage proactively to address risks.
  • Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value.

Requirements

  • 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
  • Contract management and renewal experience, partnering with procurement teams or legal stakeholders.
  • Prior eCommerce or eCommerce SaaS experience.
  • Demonstrated ability to support strategic accounts—clients with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential.
  • Demonstrated proficiency in client relationship management, communication, and internal collaboration.
  • 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.
  • Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders.
  • Excellent organizational skills and the ability to manage multiple priorities effectively.
  • Bachelor's degree in business, Marketing, Communications, or related field. (Preferred)
  • 5+ years of progressive experience in client-facing roles (Preferred)
  • Familiarity with strategic account planning and enterprise procurement or legal processes. (Preferred)
  • Experience supporting client enablement and training and using data-driven insights to guide decisions. (Preferred)
  • 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. (Preferred)