Manager, Client Success - Strategic

Bazeta; Northern (KY); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Wellness days

Comprehensive benefits

Generous time off

Remote-first culture

Job summary

Rithum, a leading commerce network, seeks a Manager, Client Success – Strategic who will lead a team of CSMs handling the company’s most strategic accounts. You will drive adoption, value realization, retention, and renewal while partnering with Sales, Product, and Finance to deliver outcomes.

This remote-first role offers growth, AI-enabled insights, and a mission to strengthen client relationships across multi-product portfolios.

Qualifications

• 5+ years of experience in Client Success, account management, renewals, or related client-facing roles in a B2B SaaS environment.
• 1+ years of experience leading and coaching client-facing teams.
• Experience managing clients with at least $250K ARR, with complex stakeholder groups and requirements.
• Experience with renewals, client escalations, and expansion opportunities in partnership with Sales.

Responsibilities

• Lead and coach CSMs supporting Rithum’s strategic clients and drive adoption, value realization, retention, and long-term success.
• Oversee renewal planning and collaborate with Sales to identify expansion opportunities.
• Partner with Sales, Product, Services, Legal, Finance, and other teams to support client priorities and cross-functional initiatives.
• Monitor portfolio health and escalate risks, ensuring proactive client outcomes.

Skills

Client Success

Account management

Renewals

Coaching

Cross-functional collaboration

Data-driven decisions

AI usage

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Claude

Job description

# Manager, Client Success - StrategicUnited States9 hours agoID 1185200Price on request## DetailsEmployment type: Full-timeRemote: YesCompany: RithumLevel: Director## DescriptionRithum TM 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, optimize 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 optimized consumer shopping journeys from beginning to end. Overview As the Manager, Client Success – Strategic, you lead a team of Client Success Managers responsible for Rithum’s most strategic and highest-value client relationships. These accounts often include complex stakeholder groups, multi-product adoption, and sophisticated business requirements. You coach and support your team in driving value realization, retention, renewal, and growth while delivering an exceptional client experience. You partner across Rithum to resolve client needs and deliver strong outcomes across the portfolio. Rithum empowers employees across all roles to leverage AI and technology to work smarter, move faster, and create scalable ways of working. In this role, you will use and encourage responsible adoption of AI to strengthen client insights, identify risks and opportunities, improve team productivity, and deliver more proactive client experiences. Responsibilities Strategic Client Outcomes • Guide CSMs in driving adoption, value realization, retention, and long-term success across strategic accounts. • Support CSMs in navigating complex client organizations and building strong executive and stakeholder relationships. • Manage client escalations and coordinate resources to resolve issues and protect client outcomes. • Monitor portfolio health and take action on client risks and opportunities. Retention & Growth • Oversee renewal planning and execution across the team’s portfolio. • Partner with Sales to identify and support expansion opportunities aligned to client priorities. • Coach CSMs to connect success plans and demonstrated value to retention, renewal, and growth. • Use client and portfolio data to identify risks, opportunities, and appropriate actions. Cross-Functional Partnership & Operational Excellence • Partner with Sales, Product, Services, Legal, Finance, and other teams to support client priorities, renewals, and growth. • Coordinate cross-functional resources to resolve client challenges and advance strategic priorities. • Share client feedback and emerging needs with relevant internal teams. • Reinforce consistent processes and responsible use of AI and automation to improve insights, productivity, and the client experience. Team Leadership & Development • Lead, coach, and develop CSMs supporting Rithum’s strategic clients. • Set clear expectations and coach the team on client engagement, success planning, value realization, renewal, and growth. • Manage performance and development through regular coaching, feedback, and accountability. • Foster a high-performing team focused on client value and business outcomes. • Responsible for hiring, building and leading teams. Qualifications Minimum Qualifications • 5+ years of experience in Client Success, account management, renewals, or related client-facing roles in a B2B SaaS environment. • 1+ years of experience leading and coaching client-facing teams. • Experience supporting clients with at least $250K in annual recurring revenue (ARR), with complex stakeholder groups and business requirements. • Experience with renewals, client escalations, and expansion opportunities in partnership with Sales. • Strong communication, coaching, organizational, and cross-functional partnership skills. • Ability to use client and portfolio data to identify risks, opportunities, and actions. • Experience leveraging AI and technology to improve productivity, insights, or client outcomes. Preferred Qualifications • 8+ years of experience in Client Success, account management, renewals, or related client-facing roles. • Prior people management experience in Client Success or a related client-facing function. • Experience in enterprise SaaS, e-commerce, marketplace, retail technology, or related environments. • Familiarity with Salesforce, Claude, Gainsight (and other Client Success platforms), and AI-enabled client or productivity tools. • Bachelor’s degree in Business, Marketing, Communications, or a related field preferred. Travel Required Up to 10% Other Duties Please note that 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. What it’s like to work at Rithum 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....