Senior Client Success Manager

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

📋 Description

• Act as the main relationship manager for a portfolio of key accounts throughout the entire lifecycle—from onboarding to renewal and expansion.

• Comprehend and align with each client's business goals, industry context, and success metrics.

• Conduct regular business reviews and success assessments to convey progress and reinforce impact.

• Proactively engage with clients to identify their evolving needs and position Rithum’s solutions accordingly.

• Handle escalations with professionalism, urgency, and confidence to maintain strong client trust.

• Lead onboarding and implementation initiatives, ensuring a robust start through tailored guidance and strategic alignment.

• Cultivate consultative relationships that link Rithum’s solutions to the client's business strategy and challenges.

• Assess account health using data and client insights to proactively identify risks and develop mitigation strategies.

• Conduct enablement sessions that enhance product adoption and drive business outcomes.

• Collaborate cross-functionally with internal teams to surface client feedback and influence roadmap priorities.

• Identify and foster opportunities for upselling and cross-selling that align with the client's strategic objectives and current usage.

• Work alongside Account Executives to support account planning and implement expansion strategies.

• Oversee and manage the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations.

• Collaborate with Sales, Legal, and Finance on contract terms, packaging adjustments, pricing, and approvals.

• Provide clear and early forecasts of renewal probabilities and engage proactively to address risks.

• Navigate renewal discussions with client stakeholders transparently, focusing on long-term value.

⛳️ Requirements

• Minimum of 3 years of experience in client success, renewals, or account management in a B2B SaaS environment.

• Familiarity with using AI tools such as Co-Pilot to enhance operational efficiency.

• Proven track record of managing strategic accounts—clients with extensive, complex stakeholder landscapes, high partnership expectations, and substantial revenue potential.

• Strong executive presence and experience handling escalations and high-stakes conversations with senior client stakeholders.

• Demonstrated expertise in client relationship management, communication, and internal collaboration.

• Excellent verbal and written communication skills, including the ability to engage and influence client stakeholders at various levels.

• Experience in contract management and renewals, collaborating with procurement teams or legal stakeholders.

• Knowledge of strategic account planning and enterprise procurement or legal processes.

• Outstanding organizational skills and the capability to manage multiple priorities effectively.

• High proficiency with Salesforce or equivalent tools to manage account workflows and ensure data accuracy.

• Previous experience in eCommerce or eCommerce SaaS is preferred.

🏝️ Benefits

• Enhanced Private Medical Insurance and a Health Cash Back Plan.

• Life insurance and disability benefits.

• Pension plan with a 4% company match.

• Competitive time off package including 25 Days of PTO, 8 Company-paid Holidays, 2 paid floating holidays (new in 2026!), 10 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day.

• £45/month remote work stipend for internet expenses.

• Access to tools that promote your wellbeing, such as the Calm App and an Employee Assistance Program.

• Professional development stipend and learning opportunities to assist you in building the skills and connections necessary for career advancement.

• Charitable contribution matching for each team member.