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