Client Services Lead

Ritchie Bros • Beverly Hills, CA

79d

About The Position

Rouse Services is an industry-leading B2B SaaS/DaaS solution provider to companies in the industrial equipment space. Rouse tracks over $115 billion of assets and over $59 billion in rental and sale transactions annually. We leverage this data to deliver insights that support decision-making around asset management, disposition, and deployment. Rouse clients range from small businesses to Fortune 500 companies. Backed by Ritchie Bros. (NYSE: RBA) since 2020, we are expanding into new verticals and international markets including Europe, the UK, Australia, and Japan. The Client Services Lead will oversee a portfolio of high-value enterprise clients while guiding a team of Client Success Managers. This role is responsible for deepening strategic relationships, driving adoption across complex organizations, and ensuring Rouse solutions are embedded in clients' operational decision-making. You will act as a senior leader within Client Services, shaping account strategy, ensuring delivery excellence, and identifying opportunities for growth across accounts.

Requirements

• BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering).
• 8+ years professional experience with at least 5 in client services, account management, or customer success.
• 2+ years managing or mentoring teams.
• Excellent communication and presentation skills (written and verbal).
• Technical fluency (Excel, SQL, Salesforce); ability to translate complex data into business insights.
• Proven success managing enterprise client relationships at the executive level.
• Experience shaping account strategy and managing cross-functional initiatives.
• Highly organized, analytical, and detail-oriented.

Responsibilities

• Serve as the senior relationship owner for enterprise accounts and strategic partner relationships, ensuring client satisfaction, retention, and growth.
• Lead and mentor a team of Client Success Managers, setting priorities, providing coaching, and developing best practices.
• Drive executive-level engagement with client leadership teams, aligning Rouse solutions with their strategic objectives.
• Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities.
• Translate client needs into actionable priorities across service delivery and account strategy.
• Oversee delivery of complex client implementations, ensuring quality, timeliness, and scalability.
• Develop frameworks and processes that allow Rouse to serve a growing portfolio efficiently.
• Partner with Sales leadership to identify and pursue expansion opportunities across accounts.
• Track and report on client health, adoption metrics, and business impact at the portfolio level.
• Lead presentations, quarterly business reviews, and executive workshops with senior stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees