Manager, Client Success - Strategic

Job description

About this role

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.

Responsibilities

• - 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.
• - 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.
• - 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.
• - 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.

Qualifications and requirements

• - 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.
• - 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.