Senior Client Success Manager - Strategic Accounts

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, optimise 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 optimised consumer shopping journeys from beginning to end.

As a Senior Client Success Manager, you will serve as the primary relationship owner for a portfolio of strategic accounts. You will 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, executive presence, commercial acumen, and cross-functional collaboration with Sales, Legal, Product, and Support to deliver results for our clients and for Rithum. As a senior team member, you will also coach and mentor less experienced Client Success Managers, helping elevate the overall team’s capabilities and execution.

• Client Relationship Ownership

• 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.

• Minimum Qualifications

• 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
• 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.
• 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to support increasingly complex and strategic accounts.
• Familiarity with strategic account planning and enterprise procurement or legal processes.
• Experience supporting client enablement and training and using data-driven insights to guide decisions.
• 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.

Up to 10%

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.

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.
• Enhanced Private Medical Insurance and a Health Cash Back Plan.
• Life insurance & disability benefits.
• Pension plan with 4% Company match.
• Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day.
• Flexibility to choose where you work - at home, in the London office, or both!
• Access to tools to support your wellbeing such as the Calm App and an Employee Assistance Program.
• Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career.
• Charitable contribution match per team member.

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.