Senior Client Success Manager

About Rithum

Rithum is a global commerce network that helps brands, suppliers, and retailers collaborate more effectively to create smoother e-commerce experiences. Its platform supports businesses in accelerating growth, improving operations across channels, expanding product ranges, and increasing margins.

More than 40,000 businesses rely on Rithum, representing over $50 billion in annual GMV. Through commerce, marketing, and delivery solutions, customers can build better shopping journeys from discovery to purchase.

Role Overview

As a Senior Client Success Manager, you will own the relationship for a portfolio of strategic accounts. You will guide clients from onboarding through renewal and expansion, making sure they achieve meaningful results with Rithum while building strong, long-term partnerships.

This position calls for excellent communication, confidence with senior stakeholders, commercial awareness, and the ability to work closely with teams across Sales, Legal, Product, and Support. In addition, you will mentor less experienced Client Success Managers and help strengthen the team’s overall performance.

Key Responsibilities

Client relationship ownership

• Act as the main contact for a group of strategic accounts across the entire lifecycle, including onboarding, renewal, and growth.
• Learn each client’s business goals, market environment, and definition of success, then align your approach to those priorities.
• Run recurring business reviews and progress discussions to show value and maintain alignment.
• Reach out proactively to understand changing client needs and match Rithum’s solutions to those needs.
• Handle escalations calmly, promptly, and professionally to preserve trust.

Client success management

• Lead onboarding and implementation so clients get a strong start with tailored guidance and strategic alignment.
• Create advisory relationships that connect Rithum’s capabilities with the client’s business strategy and pain points.
• Track account health using data and client input to spot risks early and plan mitigation steps.
• Deliver enablement sessions that improve product adoption and contribute to better outcomes.
• Work with internal stakeholders to relay customer feedback and influence product direction.
• Coach and support junior Client Success Managers to improve consistency and team capability.

Growth and expansion

• Spot and develop upsell and cross-sell opportunities that fit the client’s goals and current usage.
• Partner with Account Executives on account plans and expansion execution.
• Present new features and services in a way that reflects client needs and market competition.
• Help shape growth plans that increase the value clients receive from Rithum.

Renewals management

• Own the renewal process for each account and ensure it is managed accurately and on time.
• Work with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals.
• Share early and clear renewal forecasts, then act quickly on risks.
• Lead renewal conversations transparently and with a focus on long-term partnership value.

Qualifications

Minimum qualifications

• At least 3 years of experience in client success, renewals, or account management within a B2B SaaS setting.
• Hands-on use of AI tools such as Co-Pilot to improve efficiency.
• Proven success supporting strategic accounts with complex stakeholders, high partnership expectations, and strong revenue potential.
• Strong leadership presence and experience handling escalations and difficult discussions with senior client contacts.
• Solid capability in client management, communication, and cross-functional collaboration.
• Strong written and verbal communication skills, with the ability to influence stakeholders at different levels.
• Experience with contracts and renewals, including work with procurement or legal teams.
• Knowledge of strategic account planning and enterprise procurement or legal workflows.
• Excellent organization and the ability to juggle multiple priorities effectively.
• Advanced skill with Salesforce or a similar system for account workflows and accurate data management.
• Previous experience in eCommerce or eCommerce SaaS.

Preferred qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related discipline.
• 5 or more years of progressive client-facing experience, with growth into more complex strategic accounts over time.
• Experience supporting client training and enablement, plus using data-led insights to guide decisions.
• Working knowledge of client success platforms such as Gainsight and comfort using metrics like NPS, CSAT, and adoption data to manage risk and drive outcomes.

Additional Information

Travel for this role may be required up to 10%.

Other Duties

This job summary is not intended to list every task or responsibility. Duties and expectations may change at any time, with or without notice.

What It’s Like to Work at Rithum

Rithum describes its workplace as one built around thoughtful risk-takers, collaborative teammates, and curious problem-solvers.

The company emphasizes inclusion, support, and transparency, with approachable leadership and career opportunities that align with individual goals and strengths. It also highlights support for work-life balance through remote-first working arrangements, generous time off, and wellness-focused resources for employees and their families.

Benefits

• Enhanced private medical insurance plus a health cash-back plan
• Life insurance and disability cover
• Pension plan with a 4% company match
• Time off package including 25 days of PTO, 8 company-paid holidays, 2 paid floating holidays beginning in 2026, 10 paid sick days, 2 wellness days, and 1 paid volunteer day
• £45 per month remote-work internet stipend
• Access to wellbeing tools such as the Calm App and an Employee Assistance Program
• Professional development stipend and learning opportunities to support career growth
• Charitable contribution matching for each team member

Equal Opportunity and Accommodation

Rithum is an equal opportunity employer and hires based on qualifications, merit, and business needs. The company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or other protected characteristics.

Reasonable accommodations are available in line with applicable law for qualified applicants. If assistance is needed during the interview process because of a medical condition or if support is required to access the website or complete the application process, candidates can request accommodation through the company’s accommodation process.