Client Success Engineer

Job Description

Rithum™ 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 a Client Success Engineer, you play a pivotal role in ensuring the ongoing success and satisfaction of clients by providing expert technical guidance and hands-on support throughout their journey with our SaaS e-commerce platform. In this role, you focus on managing post-sale client relationships, ensuring smooth onboarding, addressing technical challenges, and optimizing the client experience. You act as a trusted technical advisor, delivering high-quality service, and ensuring clients achieve maximum value from the platform.

Responsibilities

• Serve as the primary technical point of contact for clients during onboarding and post-launch, handling technical queries (software, data feeds, API, FTP).
• Assist clients with API integrations, troubleshooting, and platform optimizations.
• Provide technical insights and recommendations to enhance the client’s use of the platform, ensuring alignment with their business objectives.
• Collaborate with Product Management to provide feedback on product features and identify opportunities for enhancements based on client needs.
• Develop additional client resources (videos, webinars) and participate in cross-training for internal teams.
• Lead the technical implementation and configuration of the platform for new clients, ensuring a smooth transition from sales to ongoing support.
• Customize and optimize client accounts to meet unique business requirements.
• Deliver tailored training sessions for client teams, ensuring effective platform use and long-term success.
• Work closely with the Client Success and Support teams to monitor client health and proactively address any technical challenges.
• Take ownership of the technical resolution of client issues, ensuring a smooth escalation process when needed.
• Partner with Sales, Business Development, Engineering, Product Management, and Client Success Managers to facilitate seamless transitions and enhance client satisfaction.
• Maintain awareness of the status of ongoing projects and client activities, ensuring momentum and addressing potential blockers early on.
• Communicate complex technical information to both technical and non-technical audiences, fostering a clear understanding of platform capabilities.

Qualifications

Minimum Qualifications

• 2+ years of experience in a client-facing technical role within SaaS, ideally in onboarding or client success.
• Fluent in both written and spoken English.
• Experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols.
• Strong working knowledge of Excel and HTML.
• Proven ability to manage multiple complex client projects simultaneously.
• Strong problem-solving skills with a focus on client satisfaction.
• Excellent time management and prioritization skills.
• Strong documentation and process development skills.
• Experience in delivering software training content.
• Strong communication and presentation skills, both written and verbal. Strong client relationship-building skills, with a focus on ensuring long-term client success and loyalty.
• The ability to manage multiple priorities in a fast-paced and dynamic environment; staying agile and adaptable to changing priorities and client requirements.

Preferred Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• Additional language proficiency is a plus.
• Expertise in API integrations (REST and SOAP) and troubleshooting.
• Proven experience in guiding API integrations and troubleshooting complex technical issues.
• Experience working with enterprise-level clients and/or in the e-commerce industry.
• Familiarity with remote-based training tools.
• Project Management certification or experience (PMP, Agile, etc.) is a plus.
• A proactive, entrepreneurial mindset and the ability to work autonomously.
• Demonstrated experience in developing technical training and content, particularly in an online format.

Travel Required

• Up to 10%

Other Duties

Please note 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.

Benefits

• Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
• A 6% 401(k) match
• Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
• 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
• Accident, critical illness, and hospital indemnity insurance
• Pet insurance
• Legal assistance and identity theft insurance plans
• Life insurance 2x salary
• Access to the Calm app and the Employee Assistance Program
• $65/month Remote work stipend for internet
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year

Rithum is an equal opportunity employer. We celebrate diversity and 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. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.