Client Success Engineer

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 Client Success Engineer, you play a pivotal role in ensuring the ongoing success and satisfaction of clients by providing expert technical guidance and hands-on support throughout their journey with our SaaS e-commerce platform. In this role, you focus on managing post-sale client relationships, ensuring smooth onboarding, addressing technical challenges, and optimizing the client experience. You act as a trusted technical advisor, delivering high-quality service, and ensuring clients achieve maximum value from the platform.

 

Responsibilities

• Serve as the primary technical point of contact for clients during onboarding and post-launch, handling technical queries (software, data feeds, API, FTP).
• Assist clients with API integrations, troubleshooting, and platform optimizations.
• Provide technical insights and recommendations to enhance the client’s use of the platform, ensuring alignment with their business objectives.
• Collaborate with Product Management to provide feedback on product features and identify opportunities for enhancements based on client needs.
• Develop additional client resources (videos, webinars) and participate in cross-training for internal teams.
• Lead the technical implementation and configuration of the platform for new clients, ensuring a smooth transition from sales to ongoing support.
• Customize and optimize client accounts to meet unique business requirements.
• Deliver tailored training sessions for client teams, ensuring effective platform use and long-term success.
• Work closely with the Client Success and Support teams to monitor client health and proactively address any technical challenges.
• Take ownership of the technical resolution of client issues, ensuring a smooth escalation process when needed.
• Partner with Sales, Business Development, Engineering, Product Management, and Client Success Managers to facilitate seamless transitions and enhance client satisfaction.
• Maintain awareness of the status of ongoing projects and client activities, ensuring momentum and addressing potential blockers early on.
• Communicate complex technical information to both technical and non-technical audiences, fostering a clear understanding of platform capabilities.

 

Qualifications 

Minimum Qualifications  

• 2+ years of experience in a client-facing technical role within SaaS, ideally in onboarding or client success.
• Fluent in both written and spoken English.
• Experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols.
• Strong working knowledge of Excel and HTML.
• Proven ability to manage multiple complex client projects simultaneously.
• Strong problem-solving skills with a focus on client satisfaction.
• Excellent time management and prioritization skills.
• Strong documentation and process development skills.
• Experience in delivering software training content.
• Strong communication and presentation skills, both written and verbal. Strong client relationship-building skills, with a focus on ensuring long-term client success and loyalty.
• The ability to manage multiple priorities in a fast-paced and dynamic environment; staying agile and adaptable to changing priorities and client requirements.

Preferred Qualifications 

• Bachelor's degree in computer science, Information Technology, or a related field.
• Additional language proficiency is a plus.
• Expertise in API integrations (REST and SOAP) and troubleshooting.
• Proven experience in guiding API integrations and troubleshooting complex technical issues.
• Experience working with enterprise-level clients and/or in the e-commerce industry.
• Familiarity with remote-based training tools.
• Project Management certification or experience (PMP, Agile, etc.) is a plus.
• A proactive, entrepreneurial mindset and the ability to work autonomously.
• Demonstrated experience in developing technical training and content, particularly in an online format.