Manager, Client Success – Strategic

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of Client Success Managers who are accountable for Rithum’s key and most valuable client relationships.

• Guide CSMs in promoting adoption, ensuring value realization, enhancing retention, and achieving long-term success within strategic accounts.

• Assist CSMs in navigating intricate client organizations and in developing relationships with executives and stakeholders.

• Handle client escalations and coordinate resources to address issues and safeguard client outcomes.

• Monitor the health of the portfolio and take action on client risks and opportunities.

• Supervise renewal planning and execution for the team's portfolio.

• Collaborate with Sales to identify and assist in expansion opportunities that align with client priorities.

• Utilize client and portfolio data to pinpoint risks, identify opportunities, and determine suitable actions.

• Work in partnership with Sales, Product, Services, Legal, Finance, and other teams to address client priorities, renewals, and growth.

• Coordinate cross-functional resources to tackle client challenges and advance strategic objectives.

• Convey client feedback and emerging needs to relevant internal teams.

• Promote consistent processes and the responsible use of AI and automation.

• Lead, coach, and develop CSMs who support Rithum’s strategic clients.

• Set expectations and mentor the team on client engagement, success planning, value realization, renewal, and growth.

• Manage performance and development through coaching, feedback, and accountability.

• Cultivate a high-performing team focused on delivering client value and achieving business outcomes.

• Recruit, build, and lead teams.

• Advocate for and utilize responsible AI adoption to enhance client insights, identify risks and opportunities, boost productivity, and provide proactive client experiences.

⛳️ Requirements

• Over 5 years of experience in Client Success, account management, renewals, or similar client-facing roles within a B2B SaaS setting.

• More than 1 year of experience leading and mentoring client-facing teams.

• Proven track record of supporting clients with a minimum of $250K in annual recurring revenue (ARR), including complex stakeholder groups and business requirements.

• Experience in managing renewals, client escalations, and expansion opportunities in collaboration with Sales.

• Excellent communication, coaching, organizational, and cross-functional partnership skills.

• Capability to analyze client and portfolio data to identify risks, opportunities, and the necessary actions.

• Experience in leveraging AI and technology to enhance productivity, insights, or client outcomes.

• Willingness to travel up to 10% of the time.

• Over 8 years of experience in Client Success, account management, renewals, or related client-facing roles is preferred.

• Previous people management experience in Client Success or a related client-facing role is preferred.

• Background in enterprise SaaS, e-commerce, marketplace, retail technology, or related sectors is preferred.

• Familiarity with Salesforce, Claude, Gainsight, other Client Success platforms, and AI-driven client or productivity tools is preferred.

• Bachelor’s degree in Business, Marketing, Communications, or a related field is preferred.

🏝️ Benefits

• Discretionary bonus of 12% of annual base salary.

• Medical, dental, and vision benefits with affordable healthcare plans and company HSA contributions starting on Day 1.

• 6% 401(k) match.

• 20 days of Paid Time Off.

• 9 Company-Paid holidays.

• 2 paid floating holidays.

• 7 paid sick days.

• 2 Wellness days.

• 1 Paid Volunteer Day.

• PTO increases to 22 days at 3 years of service and 25 days at 5 years.

• 12 weeks of primary caregiver leave.

• 4 weeks of secondary caregiver leave.

• Accident, critical illness, and hospital indemnity insurance.

• Pet insurance.

• Legal assistance and identity theft insurance plans.

• Life insurance equal to 2x salary.

• Access to the Calm app.

• 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.

• Remote-first working conditions.

• Comprehensive benefits and wellness plans.

• Industry-competitive compensation and total rewards benefits.