Rithum

Customer Support

• Handle inbound Tier 1 and Tier 2 software support requests through the portal, email, telephone, and chat
• Send proactive outbound communications regarding file or communication failures
• Document client issues and actions taken using ticketing software
• Create and escalate support requests to Engineering for Tier 1, 2, or 3 issues
• Participate in the on-call rotation for after-hours support coverage
• Demonstrate in-depth understanding of one or more Rithum platforms
• Serve as a subject matter expert in a specific area when applicable
• Create and maintain internal knowledge base articles and support resources
• Identify and communicate emerging trends to management based on ticket patterns and client feedback
• Meet or exceed performance goals for client satisfaction, response time, issue resolution, and quality
• Support client satisfaction through analysis and outreach
• Participate in workload management processes
• Contribute to special projects
• Mentor or coach new team members and support Level 1 agents with training gaps and escalation guidance
• Leverage AI, data, and scalable processes to improve productivity, innovation, and outcomes

Software Support Specialist

Customer Success Manager

• Own a portfolio of enterprise clients across the client lifecycle
• Serve as the primary relationship owner for assigned enterprise accounts
• Build consultative relationships and drive adoption and value realization
• Align Rithum’s capabilities to client goals and define measurable success outcomes
• Lead business reviews and success checkpoints
• Monitor client health and proactively address risks and client needs
• Own renewal planning and execution, including forecasting and risk mitigation
• Identify expansion opportunities aligned to client goals, usage, and business strategy
• Partner with Sales on account planning and expansion execution
• Support commercial discussions across pricing, packaging, and contract changes
• Coordinate across Sales, Product, Support, Legal, Finance, and other teams
• Maintain accurate client, renewal, and opportunity data
• Use AI, client data, and Client Success tools to improve insights, preparation, and productivity
• Apply AI to account research, business review preparation, and client health and usage analysis, verifying outputs for accuracy
• Share client feedback and emerging needs with relevant internal teams

Client Success Manager

• Own a portfolio of enterprise clients across the client lifecycle
• Serve as the primary relationship owner for assigned enterprise accounts
• Build consultative relationships and drive adoption and value realization
• Align Rithum’s capabilities to client goals and define measurable success outcomes
• Lead business reviews and success checkpoints
• Monitor client health and proactively address risks and client needs
• Own renewal planning and execution, including forecasting and risk mitigation
• Identify expansion opportunities aligned to client goals, usage, and business strategy
• Partner with Sales on account planning and expansion execution
• Support commercial discussions involving pricing, packaging, and contract changes
• Coordinate across Sales, Product, Support, Legal, Finance, and other teams
• Maintain accurate client, renewal, and opportunity data
• Use AI, client data, and Client Success tools to improve insights, preparation, and productivity
• Apply AI to account research, business review preparation, and client health and usage analysis, verifying outputs for accuracy
• Share client feedback and emerging needs with relevant internal teams

• Lead a team of Client Success Managers responsible for Rithum’s most strategic and highest-value client relationships
• Guide CSMs in driving adoption, value realization, retention, and long-term success across strategic accounts
• Support CSMs in navigating complex client organizations and building executive and stakeholder relationships
• Manage client escalations and coordinate resources to resolve issues and protect client outcomes
• Monitor portfolio health and act 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
• 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
• Lead, coach, and develop CSMs supporting Rithum’s strategic clients
• Set expectations and coach the team on client engagement, success planning, value realization, renewal, and growth
• Manage performance and development through coaching, feedback, and accountability
• Foster a high-performing team focused on client value and business outcomes
• Hire, build, and lead teams
• Use and encourage responsible AI adoption to strengthen client insights, identify risks and opportunities, improve productivity, and deliver proactive client experiences

Manager, Client Success – Strategic

• Lead a team of Client Success Managers supporting Rithum’s most strategic and highest-value client relationships
• Guide CSMs in driving adoption, value realization, retention, and long-term success across strategic accounts
• Support CSMs in navigating complex client organizations and building executive and stakeholder relationships
• Manage client escalations and coordinate resources to resolve issues and protect client outcomes
• Monitor portfolio health and act 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 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
• Lead, coach, and develop CSMs
• Set expectations and coach the team on client engagement, success planning, value realization, renewal, and growth
• Manage performance and development through coaching, feedback, and accountability
• Foster a high-performing team focused on client value and business outcomes
• Hire, build, and lead teams