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 support Rithum’s most strategic and high-value client relationships.

• Direct CSMs in fostering adoption, realizing value, ensuring retention, and achieving long-term success across key accounts.

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

• Handle client escalations and coordinate resources to resolve issues while safeguarding client outcomes.

• Monitor portfolio health and take proactive measures on client risks and opportunities.

• Oversee renewal strategies and their execution across the team’s portfolio.

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

• Mentor CSMs to link success plans and demonstrated value to retention, renewal, and growth.

• Utilize client and portfolio data to pinpoint risks, opportunities, and actionable steps.

• Work closely with Sales, Product, Services, Legal, Finance, and other teams to support client priorities, renewals, and growth.

• Coordinate cross-functional resources to address client challenges and advance strategic initiatives.

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

• Reinforce consistent processes and responsible utilization of AI and automation.

• Lead, coach, and develop CSMs effectively.

• Set expectations and guide 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, develop, and lead teams.

⛳️ Requirements

• Minimum of 5 years of experience in Client Success, account management, renewals, or related client-facing positions in a B2B SaaS environment.

• At least 1 year of experience leading and coaching client-facing teams.

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

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

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

• Ability to leverage client and portfolio data to identify risks, opportunities, and actionable insights.

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

• Willingness to travel up to 10% as required.

• Preferred: 8+ years of experience in Client Success, account management, renewals, or related client-facing roles.

• Preferred: Previous people management experience in Client Success or a similar client-facing role.

• Preferred: Experience in enterprise SaaS, e-commerce, marketplace, retail technology, or related fields.

• Preferred: Familiarity with Salesforce, Claude, Gainsight, and other Client Success platforms, along with AI-enabled client or productivity tools.

• Preferred: Bachelor’s degree in Business, Marketing, Communications, or a related field.

🏝️ Benefits

• Discretionary bonus of 12% of annual base salary.

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

• 6% 401(k) matching contribution.

• 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 after 3 years of service and 25 days after 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 and Employee Assistance Program.

• $65/month remote work stipend for internet expenses.

• Culture and team-building activities.

• Tuition assistance for further education.

• Opportunities for career development.

• Charitable contribution matching up to $250 per year.

• Remote-first working conditions.

• Comprehensive benefits and wellness plans.

• Industry-competitive compensation and total rewards benefits.