Senior Client Success Manager

Senior Client Success Manager

Rouse Services is an industry-leading B2B SaaS/DaaS provider serving the industrial equipment sector. We track over $115 billion in assets and $59 billion in annual transactions, delivering data-driven insights that power asset management, disposition, and deployment decisions.

Our clients range from small businesses to Fortune 500 companies. Backed by Ritchie Bros., we are expanding globally across Europe, the UK, Australia, and Japan.

The Opportunity

Client success is at the core of our growth strategy. As we continue to expand, we are building a high-impact Client Success organization focused on driving adoption, delivering value, and strengthening long-term partnerships.

The Senior Client Success Manager is a strategic role responsible for managing a portfolio of high-value enterprise clients while leading and mentoring a team of Client Success Managers. This individual will serve as both a trusted advisor to clients and a product expert, shaping customer experience, influencing product direction, and driving revenue growth.

You will play a critical role in aligning client needs with our product roadmap, ensuring operational excellence, and scaling our client success function.

What You'll Do

Client Leadership & Strategy

• Serve as the senior relationship owner for enterprise clients, ensuring satisfaction, retention, and growth
• Build strong, executive-level relationships across client organizations
• Drive strategic account planning and align Rouse solutions with client business objectives
• Act as the primary escalation point for complex client issues, ensuring resolution from start to finish

Product Expertise & Advocacy

• Develop deep expertise in Rouse products and services
• Act as the bridge between clients and Product/Engineering teams, translating business needs into technical requirements
• Provide actionable feedback to influence product roadmap and enhancements
• Help clients understand and unlock the full value of Rouse solutions

Adoption, Growth & Delivery

• Lead regular client engagements (check-ins, QBRs, workshops) to drive adoption and identify expansion opportunities
• Manage client change requests, backlogs, and delivery timelinesparticularly for large enterprise accounts
• Oversee technical implementation details including business rules, data processes, and documentation
• Identify and drive cross-sell and upsell opportunities across RB Global services

Team Leadership & Development

• Lead, mentor, and develop a team of Client Success Managers
• Establish best practices, playbooks, and scalable processes for client success
• Foster a high-performance, client-centric culture

Operational Excellence

• Track and report on client health, adoption metrics, and business impact
• Partner cross-functionally with Sales, Product, Engineering, and external vendors
• Lead client trainings, presentations, and industry conference participation
• Ensure high-quality delivery across a growing client portfolio

About You

• You bring a strategic, customer-first mindset and thrive in executive-level conversations
• You are both a relationship builder and a problem solver, comfortable navigating technical and business discussions
• You take ownership and drive outcomes, balancing immediate client needs with long-term value
• You are a strong leader who develops talent and builds scalable systems

What We're Looking For

Education:

• BA/BS degree in a business-related field (e.g., economics, finance, marketing, engineering)

Experience:

• 8+ years of professional experience
• 5+ years in client services, customer success, or account management
• 2+ years leading, mentoring, or managing teams
• Proven experience managing enterprise client relationships

Skills:

• Exceptional communication and presentation skills (written and verbal)
• Strong technical proficiency (Excel, SQL, Salesforce, PowerPoint)
• Ability to translate complex data and client needs into business and technical solutions
• Highly organized, detail-oriented, and capable of managing multiple priorities
• Experience working cross-functionally and influencing product development

Work Environment

• Office and/or remote work environment
• Travel required for client meetings, conferences, and onsite engagements