Senior Client Success Manager
About the team
Rouse Services is an industry-leading B2B SaaS/DaaS provider serving the industrial equipment sector. We track over $115 billion in assets and $59 billion in annual transactions, delivering data-driven insights that power asset management, disposition, and deployment decisions. Our clients range from small businesses to Fortune 500 companies. Backed by Ritchie Bros. (NYSE: RBA), we are expanding globally across Europe, the UK, Australia, and Japan.
Job Description
The Senior Client Success Manager is a strategic role responsible for managing a portfolio of high-value enterprise clients while leading and mentoring a team of Client Success Managers. This individual will serve as both a trusted advisor to clients and a product expert, shaping customer experience, influencing product direction, and driving revenue growth.
- Client Leadership & Strategy:
- Serve as the senior relationship owner for enterprise clients, ensuring satisfaction, retention, and growth
- Build strong, executive-level relationships across client organizations
- Drive strategic account planning and align Rouse solutions with client business objectives
- Act as the primary escalation point for complex client issues, ensuring resolution from start to finish
- Product Expertise & Advocacy:
- Develop deep expertise in Rouse products and services
- Act as the bridge between clients and Product/Engineering teams, translating business needs into technical requirements
- Provide actionable feedback to influence product roadmap and enhancements
- Help clients understand and unlock the full value of Rouse solutions
- Audoption, Growth & Delivery:
- Lead regular client engagements (check-ins, QBRs, workshops) to drive adoption and identify expansion opportunities
- Manage client change requests, backlogs, and delivery timelines—particularly for large enterprise accounts
- Oversee technical implementation details including business rules, data processes, and documentation
- Identify and drive cross-sell and upsell opportunities across RB Global services
- Lead client trainings, presentations, and industry conference participation
- Ensure high-quality delivery across a growing client portfolio
- Team Leadership & Development:
- Lead, mentor, and develop a team of Client Success Managers
- Establish best practices, playbooks, and scalable processes for client success
- Foster a high-performance, client-centric culture
About You
- You bring a strategic, customer-first mindset and thrive in executive-level conversations
- You are both a relationship builder and a problem solver, comfortable navigating technical and business discussions
- You take ownership and drive outcomes, balancing immediate client needs with long-term value
- You are a strong leader who develops talent and builds scalable systems
Education
- BA/BS degree in a business-related field (e.g., economics, finance, marketing, engineering)
- 8+ years of professional experience
- 5+ years in client services, customer success, or account management
- 2+ years leading, mentoring, or managing teams
- Proven experience managing enterprise client relationships
Skills
- Exceptional communication and presentation skills (written and verbal)
- Strong technical proficiency (Excel, SQL, Salesforce, PowerPoint)
- Ability to translate complex data and client needs into business and technical solutions
- Highly organized, detail-oriented, and capable of managing multiple priorities
- Experience working cross-functionally and influencing product development
Work Environment
Office and/or remote work environment
Travel required for client meetings, conferences, and onsite engagements