Senior Client Success Manager at Rithum

Rithum™ is the world's most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e‑commerce experiences. The company supports more than 40,000 companies, driving growth, optimizing operations across channels, and scaling product offerings.

As a Senior Client Success Manager, you will serve as the primary relationship owner for a portfolio of strategic accounts, acting as a strategic point of contact throughout the client journey. You’ll lead onboarding, drive business outcomes, conduct business reviews, prepare for renewals, and identify growth opportunities to ensure each client achieves measurable success with Rithum while building strong partnerships that drive satisfaction, retention, and long‑term value.

• Own and manage a portfolio of strategic accounts through the full lifecycle—from onboarding through renewal and expansion—aligning to each client’s business objectives and success measures.
• Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact, proactively engaging clients to understand 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, develop mitigation strategies, and 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 upsell and cross‑sell opportunities that align with the client’s strategic goals and current usage, partnering 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, supporting 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, navigating renewal conversations with client stakeholders with transparency and a focus on long‑term value.

• Minimum: 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment; experience using AI tools such as Co‑Pilot; demonstrated ability to support strategic accounts with broad, complex stakeholder landscapes; strong executive presence and experience managing escalations and high‑stakes conversations; proficiency in client relationship management, communication, and internal collaboration; excellent organizational skills; high proficiency with Salesforce or equivalent; prior eCommerce or eCommerce SaaS experience.
• Preferred: 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; experience supporting client enablement and training; proficiency with Client Success platforms (e.g., Gainsight) and ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact.

Up to 10% travel required.

• 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 paid floating holidays (new in 2026!), 10 paid sick days, 2 wellness days, and 1 paid volunteer day
• £45/month remote work stipend for internet
• Access to tools to support wellbeing such as the Calm App and an Employee Assistance Program
• Professional development stipend and learning and development offerings to help build the skills and connections needed to advance 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 and to ensuring a seamless experience for everyone who engages with the recruitment process.