Senior Customer Success Manager Ecommerce

$65,000 - $105,000/Yr

Unclassified - Chicago, IL

Full-time - Mid Level

Remote - Chicago, IL

10,001+ employees

About the position

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, optimize 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 optimized consumer shopping journeys from beginning to end. The Senior Customer Success Manager (CSM) serves as a trusted advisor to some of the top 100 global brands and retailers, playing a critical role in ensuring they achieve their desired outcomes while maximizing the value of our solutions. The Senior CSM has expertise in e-commerce, with a proven track record of understanding technical concepts, translating them into business solutions, and delivering tangible results. Partnering with the Account Strategy team, the Senior CSM creates tailored strategies that demonstrate the value of our solutions to customers, driving expansion and growth.

Responsibilities

• Proactively engage with assigned customers to provide insights into account performance, deliverables, opportunities, risks, and contractual matters.
• Understand customers' key e-commerce and strategic goals, connecting these goals to Rithum's solutions.
• Identify and engage with key contacts, decision-makers, and executives within the customer base.
• Maintain a deep understanding of all Rithum products, ensuring that all accounts fully utilize the appropriate features.
• Conduct regular calls with primary account contacts to review monthly business reports, capture changes and concerns, and highlight wins and opportunities.
• Prepare and deliver branded account updates to wider account stakeholders.
• Co-own and coordinate business reviews with the Account Strategy Manager.
• Develop and manage long-term growth plans aligned with customers' wider business goals in collaboration with the Senior Account Executive.
• Maintain timely and accurate notes by keeping all relevant fields in Salesforce updated for each account/asset.
• Identify opportunities to leverage other solutions and services across the company suite.
• Proactively identify common causes/themes for churn and their commercial impact.
• Capture each customer's annual goals and prepare a mutual success plan, monitored and amended throughout the customer journey.
• Regularly discuss advocacy opportunities with customers.
• Collaborate effectively with other departments - Sales, Renewals, Managed Services, Finance, Product, and Support - to ensure customer success.

Requirements

• Minimum of 5 years of experience in customer success, account management, or a related role within the SaaS industry, with a focus on e-commerce.
• Track record developing relationships with key decision makers as a trusted strategic advisor.
• Proven track record of managing and growing customer accounts, driving customer satisfaction, and achieving retention and upsell targets.
• Ability to think strategically and analytically to solve complex problems and drive customer success.
• Strong technical acumen with the ability to translate customer goals and technical concepts into business solutions.
• Strong understanding of e-commerce business models and the challenges faced by online retailers.
• Excellent reporting and analytics skills with the ability to influence through data-driven analysis.
• Proficiency with MS Office applications including Excel and flat files.
• Excellent communication, interpersonal, and presentation skills.
• Excellent project management and organizational skills, managing multiple priorities simultaneously.
• Proficiency with customer success software and tools (e.g., Salesforce).

Nice-to-haves

• Bachelor's degree in business, marketing, or a related field; MBA is a plus.
• 5+ years of experience with enterprise brands, 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 preferred.
• Expertise in one or more core Rithum service channels (marketplaces, digital advertising, retail media services, dropship) is ideal.

Benefits

• Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
• A 6% 401(k) match
• Competitive time off package with 20 days of Paid Time Off, 9 paid company holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and a paid volunteer day
• 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
• Accident, critical illness, and hospital indemnity insurance
• Pet insurance
• Legal assistance and identity theft insurance plans
• Life insurance 2x salary
• Access to the Calm app, MoveSpring, and Employee Assistance Program
• Remote work stipend for internet, cell phone, office furniture and supplies
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year