Senior Customer Success Manager - eCommerce

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.

Overview

The Senior Customer Success Manager role is a strategic role dedicated to our largest clients. The Senior Customer Success Manager will be expected to expand and grow accounts and will deliver tailored strategic value to each customer. This role will work with the assigned Senior Account Executive on each account to drive maximum success. They will network across their account and identify and speak with multiple stakeholders. A Senior Customer Success Manager exceeding here will form contacts in procurement and finance as well as different personnel related to our services/products.

The Strat CSM will ensure all assigned customers achieve maximum value from Rithum and will be measured on:

• Customer retention
• Customer growth
• Customer goal attainment

Responsibilities

• Proactively discuss with Strategic level clients their account performance and deliverables, relevant opportunities as well as any risk and contractual matters
• Understand clients key e-commerce & strategic goals and facilitate conversations connection those goals to Rithum’s products and services
• Identify key contacts, decision makers and executives for Strategic client base
• Deep understanding of all Rithum products and ensure all accounts are utilizing all the appropriate features in the Rithum for Brands software
• Conduct regular calls with main account point of contact to review the monthly business report and capture any changes, concerns and highlight any opportunities
• Coordinate the preparation and delivery of a 'branded' account update to wider account stakeholders
• Coordinate and co-own Business Reviews with the Senior Account Executive
• In collaboration with the Senior Account Executive, manage and develop a long-term growth plan that is aligned with each customers' wider business goals and leads to mutual success
• Salesforce Hygiene, keeping all relevant fields updated for each account/asset
• Prioritise and manage customer expectations accordingly
• Talk to all products in the company suite and be able to identify opportunities to leverage other solutions and services where applicable.
• Proactively identify common causes/themes for churn and commercial impact.
• Capture each customer's goals for the year and prepare a mutual success plan based on that feedback. This will be monitored and amended throughout the customer journey
• Actively discuss advocacy opportunities with customers on a regular basis
• Effectively work alongside other departments – including Sales, Renewals, Managed Services, Finance, Product & Support – to ensure client success

Qualifications 

Minimum Qualifications  

• Strong eCommerce experience
• Strong knowledge and experience in reporting and analytics
• Strong customer-facing acumen and communication skills
• High proficiency with Salesforce
• Proficiency using Excel, flat file, and MS Office applications
• Excellent organizational & presentation skills
• Able to build relationships and work across many cross-functional teams; able to manage multiple engagements and priorities at once
• A strong customer service orientation and the ability to form long-term customer relationships 
• Passion for helping customers realize value through implementation and consulting services
• Ability to learn technical concepts, translate them to business solutions, and deliver results
• Ability to translate customer goals into structured work that results in customer value
• Digitally-savvy and informed on trends and technologies in the digital space

Preferred Qualifications 

• 5+ years experience with Enterprise Brands and providing consulting and strategic direction to executive contacts
• 5+ years of technology implementation and consultation, management consulting, product management, or customer/account management experience
• Previous experience in at least one segment of online shopping/marketing channels, such as Marketplaces, Search or Comparison Shopping is a plus (Preferred)
• Ideal candidate has expertise in one or more core Rithum service channels (marketplaces, digital advertising, retail media services, dropship).

What it’s like to work at Rithum 

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.

At Rithum you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals who will help support your goals.
• Participate in an inclusive, welcoming work atmosphere.
• Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
• Receive industry-competitive compensation and total rewards benefits.

Benefits 

• Medical, Dental and Psychology benefits 
• Life insurance and disability benefits
• Competitive time off package with 25 Days of PTO, 12 Holidays, 2 Wellness days and 1 Give Back Day 
• Voucher program for Transportation, Meals & Childcare 
• Flexibility to choose where you work - at home with a remote stipend, in the office, or both!  
• €40 Monthly remote work stipend
• Access to tools to support your wellbeing such as the Calm App, MoveSpring and an Employee Assistance Program 
• Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career. 
• Charitable contribution match per team member 

Rithum is an Equal Employment Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.