Client Success Manager

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 Client Success Manager, you serve as the primary relationship owner for a portfolio of enterprise accounts. You 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.

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

• 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.

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.
• Lead account-based strategic planning to align client performance with commercial targets and goals, ensuring long-term success through renewal and expansion.
• Assess business performance and advise on integrated growth strategies, including channel diversification and optimization to unlock profitable growth.

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

• 2+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
• Experience supporting enterprise accounts, with a track record of managing client relationships that involve high-value contracts, complex stakeholders, and cross-functional collaboration.
• Familiarity with contract management and renewal processes, especially with procurement teams or legal stakeholders.
• Experience demonstrating value realization and supporting client enablement and training, aligned to competencies such as Client Value Realization and Client Enablement & Training.
• Strong executive presence and experience managing escalations and risk in high-stakes client scenarios.
• 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.
• Excellent organizational skills and the ability to manage multiple priorities effectively.

Preferred Qualifications

• Bachelor's degree in business, Marketing, Communications, or related field.
• 3+ years of progressive experience in client-facing roles, with a demonstrated growth path from managing mid-market accounts to enterprise clients.
• Proficiency with Client Success platforms (e.g., Gainsight) and ability to use data insights (NPS, CSAT, adoption metrics) to manage client health and risk.
• Prior eCommerce or eCommerce SaaS experience.

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.

We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.