Senior Client Success Manager – Strategic Accounts
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Job Description
Senior Client Success Manager managing strategic accounts for Rithum. Ensuring client success from onboarding through renewal and expansion.
Responsibilities:
- 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.
- Demonstrated ability to support strategic accounts—clients 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.
- Demonstrated proficiency in client relationship management, communication, and internal collaboration.
- 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 teams 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 and related tools to manage account workflows and maintain data accuracy.
- Prior eCommerce or eCommerce SaaS experience.
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
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