Client Services Lead

About Us

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

The company’s marketplace brands include Ritchie Bros. and IAA. RB Global’s portfolio also includes Rouse Services, Smart Equip, Xcira, and Veritread.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees may enroll in the company’s 401k plan with a company match. 15 days of PTO are provided each year.

At Rouse, long-term client success is the core of our business strategy. Our client base is growing rapidly, and we are building a dedicated Client Success team to proactively engage with customers, troubleshoot problems, and help drive our business forward. 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.

• 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 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

• You have a strategic, customer-first mindset and thrive in executive-level discussions
• You’re skilled at balancing day-to-day client needs with long-term business objectives
• You are an experienced leader who inspires and develops others
• You are comfortable creating scalable processes and building alignment across teams

Education:

BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering)

Work Experience:

5+ 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