Manager – Client Success Engineering

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.

Overview

As a Manager, Client Success Engineering, you lead a team responsible for onboarding suppliers to Rithum’s product management platform and enabling their long-term success. This role blends technical delivery oversight, people leadership, and cross-functional collaboration. You will drive the execution and continuous improvement of onboarding processes while supporting your team in delivering a high-quality client experience. As a key advocate for your team and your clients, you will champion scalable practices, foster strong client relationships, and ensure consistent performance and accountability across the onboarding lifecycle.

Responsibilities

• Lead, coach, and develop a high-performing team of Client Success Engineers (CSEs) responsible for onboarding and supporting suppliers on Rithum’s platform
• Oversee onboarding execution across your team, ensuring clean data intake, accurate configuration, and timely launch of supplier integrations
• Maintain a strong quality bar by enforcing consistent standards, identifying blockers early, and ensuring proper resolution and escalation processes
• Foster client trust through clear, proactive communication and support, serving as an escalation point for key onboarding or technical issues
• Partner cross-functionally with Product, Support, Engineering, and Delivery teams to improve workflows, resolve platform issues, and advocate for supplier needs
• Ensure the CSE team has the training, tools, and support required to execute effectively and grow in their technical capabilities
• Use onboarding metrics and operational data to drive continuous improvement in process efficiency, supplier satisfaction, and team performance
• Monitor team performance and ensure accountability for deliverables, timelines, and quality standards
• Build and maintain a culture of collaboration, client advocacy, and solution-oriented thinking
• Contribute to process documentation and global alignment to support consistent, scalable onboarding across teams

Qualifications 

Minimum Qualifications  

• 5+ years of client-facing experience in onboarding, implementation, or customer success, ideally in a SaaS or ecommerce environment
• 2+ years of experience managing or mentoring team members
• Proven ability to drive team performance, manage change, and scale delivery in a fast-paced environment.
• Demonstrated ability to manage technical onboarding workflows and lead client communications
• Strong organizational skills and attention to detail, with the ability to manage multiple onboarding efforts simultaneously
• Proactive problem-solver with strong decision-making skills and a client-centric mindset
• Effective communicator across phone, video, and written channels
• Proficient with Microsoft Excel and comfortable working with structured data

Preferred Qualifications 

• Bachelor’s degree in a related field
• Experience with Salesforce.com or similar CRM and ticketing platforms
• Familiarity with product data management, ecommerce ecosystems, or technical onboarding workflows

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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 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 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
• 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 and the Employee Assistance Program
• $65/month Remote work stipend for internet
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year

Rithum is an equal opportunity employer. We 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 protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.

We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.