Senior Client Success Manager

Role Overview

• 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.
• 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.
• 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.
• Experience using AI tools such as Co-Pilot to support operational efficiency.
• 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 or equivalent and related tools to manage account workflows and maintain data accuracy.
• Prior eCommerce or eCommerce SaaS experience.

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 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 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