Manager, Client Success - Strategic (Fully Remote)

Rithum; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Remote-first culture

Comprehensive benefits

Job summary

Rithum is seeking a seasoned Head of Customer Success to guide and scale our CSM team across strategic accounts. You will drive adoption, value realization, retention, and long-term client success while shaping the customer journey and outcomes.

You will lead cross-functional collaboration with Sales, Product, Services, Legal, and Finance to align on client priorities, renewals, and growth, while coaching managers to deliver consistent, data-driven results in a remote-first environment.

Qualifications

• Proven experience leading a Customer Success organization in a B2B SaaS company.
• Strong track record of driving renewal rates, upsell, and expansion.
• Excellent cross-functional leadership and executive relationship management.

Responsibilities

• Guide CSMs in driving adoption, value realization, retention, and long-term success across strategic accounts.
• Support CSMs in navigating complex client organizations and building executive and stakeholder relationships.
• Manage client escalations and coordinate resources to resolve issues and protect client outcomes.
• 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.
• 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.
• Reinforce consistent processes and responsible use of AI and automation to improve insights, productivity, and the client experience.
• 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.

Job description

• 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.

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.

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.
• Reinforce consistent processes and responsible use of AI and automation to improve insights, productivity, and the client experience.
• 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.

Rithum

Rithum is the world's most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. Today, more than 40,000 companies trust Rithum to grow their business, representing over $50 billion in annual GMV, and they offer a remote-first culture with comprehensive benefits.