Customer Success Lead
MoneyHash
Senior Client Success Manager – Strategic Accounts
Rithum
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob 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 Sales, Legal, Product, and Support 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 and partner with Account Executives on expansion strategies
- Position new capabilities and services in the context of client needs and competitive pressures
- Support development of growth plans to help clients realize additional value from their investment in Rithum
- Own and execute the renewal process for each account, collaborating with Sales, Legal, and Finance on contract terms, pricing, and approvals
- Provide clear, early forecasts of renewal likelihood and engage proactively to address risks
- Navigate renewal conversations with client stakeholders focusing 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 with complex stakeholder landscapes 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
- Preferred: Bachelor's degree in business, Marketing, Communications, or related field
- Preferred: 5+ years of progressive experience in client-facing roles supporting increasingly complex and strategic accounts
- 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 ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact
- Travel required up to 10%
