Senior Client Success Manager

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.

The Opportunity

Client success is at the core of our growth strategy. As we continue to expand, we are building a high-impact Client Success organization focused on driving adoption, delivering value, and strengthening long-term partnerships.

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.

You will play a critical role in aligning client needs with our product roadmap, ensuring operational excellence, and scaling our client success function.

What You’ll Do

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

Adoption, 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

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

Operational Excellence

• Track and report on client health, adoption metrics, and business impact
• Partner cross-functionally with Sales, Product, Engineering, and external vendors
• Lead client trainings, presentations, and industry conference participation
• Ensure high-quality delivery across a growing client portfolio

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

What We’re Looking For

Education:

• BA/BS degree in a business-related field (e.g., economics, finance, marketing, engineering)

Experience:

• 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