Manager, Client Success - Strategic

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 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.

We believe in transparency and fairness in our compensation practices. For this position, the expected base pay range is: $100,000-$168,000 per year. This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives. For this position, the expected discretionary bonus is 12% of the annual base salary. 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 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.