• Oversee daily Customer Success operations including triage, case assignment, productivity metrics, and SLA adherence • Serve as escalation point for complex, sensitive, or enterprise-level concerns • Ensure structured service recovery and first-call resolution whenever possible • Supervise Customer Success Specialists and support hiring, onboarding, and performance development • Partner with Claims, Enrollment, Provider Services, UM, Pharmacy, Compliance, Sales, and vendors to resolve escalations

We help partners understand the changing advertising landscape. Specialising in audience measurement, consumer targeting and in-depth intelligence into paid, owned and earned media, their global coverage and local expertise enable better understanding of media audiences and their relationships with brands. Job Details OVERVIEW: TechEdge is seeking a motivated and relationship-focused Client Success Manager to support and grow our relationships with clients across the United States. This role is ideal for someone who enjoys working closely with clients, understanding their needs, and ensuring they achieve maximum value from TechEdge’s software solutions. The Client Success Manager will play a key role in supporting the US sales team, strengthening client engagement, and identifying opportunities to expand our presence within existing accounts. This person should have market and data knowledge and experience. As a key point of contact for clients, you will help ensure a seamless experience across onboarding, product adoption, and ongoing account management. You will be responsible for training new customers, supporting software and data-related questions, and serving as a product expert aligned with your clients’ objectives. You will work closely with both our US and international teams to deliver a high standard of service and contribute to long-term client success. This role reports to the Head of US Sales. KEY RESPONSIBILITIES - Account management excellence: Maintain and enhance relationships with key clients, acting as a trusted advisor who understands their objectives and consistently delivers high-quality service. - Revenue growth: Drive revenue by identifying upselling and cross-sell opportunities, using a consultative approach to showcase the full potential of TechEdge’s products and services. - Client engagement: Engage clients through virtual and in-person meetings, delivering impactful product demonstrations and proactively recommending customized TechEdge solutions. - Account growth support: Partner with the US Sales team to develop and execute account strategies that maximize client retention and grow account revenue. Maintain a strong sales pipeline by prospecting within existing accounts and targeting new opportunities. - Product Expertise: Have a deep knowledge and expertise in US-relevant TechEdge suite of tools. Deliver tailored trainings and recommendations based on customer business objectives. - Contract management: Support all stages of the business development process, including generating leads, outreach, proposal preparation, presentation, closing sales and contract negotiation, tracked through our internal NB/CRM system. - Collaborative approach: Work closely with the global research and sales teams, providing insights and strategies that benefit the wider organization, including our Fifty5Blue Business Team. - Client education and enablement: Develop and deliver training sessions, workshops, and best-practice guidance that help clients deepen their use of the platform and maximize value from TechEdge. CAPBILITIES AND EXPERIENCE - Client-focused and collaborative: Naturally collaborative and passionate about delivering strong client experiences and building lasting partnerships. - Organized and Proactive: Self-motivated with the ability to take initiative and move tasks forward independently. - Commercially aware: Interested in identifying opportunities to expand client relationships and support account growth. - Technically curious: Comfortable learning new platforms, and able to communicate technical capabilities in a clear and accessible way. - Data savvy: in-depth knowledge of US currency data and how it’s used in the market. - Clear Communicator and presenter: Confident communicator with experience participating in and leading client meetings and presentations. Our offer Our specialist expertise, pioneering technology and commitment to innovation provide the ideal environment for career growth. Want to have a real-world impact? Help us deliver the trusted data that informs decisions in content and advertising across the world. When you join us, you’ll gain the benefit of our global reach, advanced technical innovation and deep expertise. We’ll support you with training and career development opportunities. Become part of a community of passionate, dedicated professionals. Compensation: $110-120K USD annual salary, plus bonus. Variable based on performance and experience. Location This role can be remote; however, we are looking for candidates based within reasonable travel distance of the New York area, with the ability and willingness to travel to Manhattan when needed. Over time, we expect this person to work closely with clients, including conducting regular training sessions, meeting with clients in person, and occasionally working from client offices to discuss opportunities and strengthen relationships. The ideal candidate should be located within accessible distance of Manhattan and be comfortable traveling to client locations across the United States as needed. Country United States of America Why join Fifty5Blue? We pride ourselves on understanding people, and what makes us think and act the way we do. And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Fifty5Blue.

• Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. • Understand and align to each client’s business objectives, industry context, and success measures. • Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. • Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. • Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. • Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment. • Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges. • Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies. • Facilitate enablement sessions that improve product adoption and drive business outcomes. • Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities. • Coach and mentor less experienced Client Success Managers to support team growth and consistency. • Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage. • Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals. • Provide clear, early forecasts of renewal likelihood and engage proactively to address risks. • Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value.

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 Senior Client Success Manager, you will serve as the primary relationship owner for a portfolio of strategic accounts. You will act as the strategic point of contact throughout the client journey—leading onboarding, driving business outcomes, conducting business reviews, preparing for renewals, and identifying growth opportunities. Your goal is to ensure each client achieves measurable success with Rithum, while building strong partnerships that drive satisfaction, retention, and long-term value. This role requires strong communication, executive presence, commercial acumen, and cross-functional collaboration with Sales, Legal, Product, and Support to deliver results for our clients and for Rithum. As a senior team member, you will also coach and mentor less experienced Client Success Managers, helping elevate the overall team’s capabilities and execution. Responsibilities Client Relationship Ownership - Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. - Understand and align to each client’s business objectives, industry context, and success measures. - Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. - Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. - Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. Client Success Management - Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment. - Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges. - Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies. - Facilitate enablement sessions that improve product adoption and drive business outcomes. - Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities. - Coach and mentor less experienced Client Success Managers to support team growth and consistency. Growth & Expansion - Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage. - Partner with Account Executives to support account planning and execute expansion strategies. - Position new capabilities and services in the context of client needs and competitive pressures. - Support the development of growth plans that help clients realize additional value from their investment in Rithum. Renewals Management - Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations. - Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals. - Provide clear, early forecasts of renewal likelihood and engage proactively to address risks. - Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value. Qualifications Minimum Qualifications - 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment. - Demonstrated ability to support strategic accounts—clients with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential. - Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders. - Demonstrated proficiency in client relationship management, communication, and internal collaboration. - Strong verbal and written communication skills, including the ability to engage and influence client stakeholders at multiple levels. - Contract management and renewal experience, partnering with procurement teams or legal stakeholders. - Familiarity with strategic account planning and enterprise procurement or legal processes. - Excellent organizational skills and the ability to manage multiple priorities effectively. - High proficiency with Salesforce and related tools to manage account workflows and maintain data accuracy. - Prior eCommerce or eCommerce SaaS experience. Preferred Qualifications - Bachelor's degree in business, Marketing, Communications, or related field. - 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to support increasingly complex and strategic accounts. - Experience supporting client enablement and training and using data-driven insights to guide decisions. - Proficiency with Client Success platforms (e.g., Gainsight) and the ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact. 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. We believe in transparency and fairness in our compensation practices. For this position, the expected base pay range is: $75,000-$130,000 per year. This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives. For this position, the expected discretionary bonus is 10% of the annual base salary. 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.