Client Success Manager - Enterprise

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 Manager (CSM) – Enterprise, you are responsible for driving client satisfaction, retention, and product adoption for an assigned portfolio of our Brands clients. CSMs act as trusted advisors to clients, ensuring they realize the full value of the company's product or service. The CSM will engage with client's post-sale, guiding them through onboarding, supporting them through adoption, and ensuring ongoing success with the product. The CSM will also identify opportunities to expand client relationships and provide insights for client-driven product improvements.

This Client Success Manager – Enterprise (CSM) role is crucial for ensuring that clients get the most value from the company's product or service. The CSM drives client retention, satisfaction, and success while also contributing to business growth through upselling, cross-selling, and proactive relationship management. This role requires a blend of interpersonal, technical, and strategic skills, and is ideal for individuals who are passionate about helping clients succeed and building lasting relationships.

Responsibilities

• Lead the onboarding process for new clients, ensuring a seamless and effective transition from sales to post-sales support.
• Guide clients through initial product setup, configuration, and training, ensuring they are equipped to succeed.
• Promote product adoption by offering best practices, resources, and regular check-ins to ensure clients understand how to fully utilize the product to meet their business goals.
• Build and maintain strong, long-term relationships with clients, becoming their trusted point of contact for product guidance, troubleshooting, and support.
• Serve as a liaison between the client and internal teams (product, sales, support) to address client needs and ensure a smooth client journey.
• Ensure regular client communication through scheduled check-ins, business reviews, and informal touchpoints to strengthen relationships and drive engagement.
• Monitor client health metrics (such as product usage, engagement, and satisfaction) to proactively identify at-risk clients and implement retention strategies.
• Collect client feedback and resolve any issues or challenges, ensuring high levels of client satisfaction.
• Identify churn risks and work with clients to resolve issues, improve their experience, and reduce the likelihood of account loss.
• Identify and cultivate opportunities to upsell or cross-sell additional products, services, or features that can benefit the client, contributing to account growth.
• Work with the sales team to support renewals and ensure clients are receiving the right level of service and solutions to meet their evolving needs.
• Advocate for clients internally, ensuring their feedback is communicated to product teams and other relevant stakeholders.
• Act as the voice of the client in meetings, providing insights that drive product development and improvements based on client needs.
• Assist clients with any technical issues or questions, collaborating with the support team to provide timely resolutions.
• Track and analyze key client success metrics, such as Net Promoter Score (NPS), client satisfaction (CSAT), retention rate, client lifetime value (CLTV), and product usage.
• Provide regular updates and reports to senior leadership on client health, satisfaction, and any opportunities or risks that could impact retention or growth.
• Deliver client training sessions, webinars, and workshops to ensure clients are maximizing the value of the product.
• Create and maintain a library of self-service resources, such as user guides, video tutorials, and FAQs, to help clients resolve common issues independently.
• Collaborate with sales, product, and support teams to ensure the client experience is seamless and that client expectations are met at every touchpoint.
• Provide valuable feedback to the product team based on client interactions and use cases, helping to prioritize product improvements and new feature requests.

Qualifications

Minimum Qualifications

• 2+ years of experience at a B2B SaaS organization in client success, renewals, account management, or a similar client-facing role; eCommerce and Enterprise client experience preferred.
• Proven experience with SaaS products or technology solutions, especially in roles where product adoption, client retention, or account growth was a key focus.
• Strong communication and interpersonal skills, with the ability to engage with clients at all levels of an organization, from end users to executives.
• Problem-solving skills and the ability to think critically and resolve client issues in a timely and effective manner.
• Client-focused mindset, with a passion for helping clients succeed and a genuine interest in understanding their business needs and challenges.
• Project management skills to handle multiple client accounts, onboardings, and product implementations simultaneously.
• Data-driven, with the ability to analyze client data and use insights to improve client outcomes and proactively manage client relationships.
• Experience with Salesforce and/or tech-savvy with the ability to quickly learn new software and provide technical support when necessary.
• Sales skills to identify opportunities for upselling and cross-selling.

Preferred Qualifications

• Familiarity with client success platforms (e.g., Gainsight, Totango, ChurnZero, etc.)
• Bachelor's degree in business, Marketing, Communications, or a related field (or equivalent experience).
• Client success certifications (e.g., Certified Client Success Manager (CCSM) or similar) are a plus.
• Experience in specific verticals such as healthcare, finance, or retail, depending on the company’s focus.
• The ability to truly understand client needs and concerns, offering solutions that align with their goals.
• Comfort with fast-paced environments and changing client needs, while maintaining a client-first mindset.
• Self-motivated and results-oriented, with the ability to anticipate client issues before they arise and offer solutions to avoid churn.
• A collaborative team player who is comfortable working with cross-functional teams to achieve client success goals.
• Highly organized with an ability to track multiple client relationships, accounts, and tasks simultaneously.
• Solution-oriented approach to all client interactions.

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.