Mid-Market Customer Success Manager
Description
For many of us there’s that one podcast we never miss, and video content is part of our daily routine, whether it’s professional or personal. But how many of us truly understand the effort that goes on behind the scenes? Here at Riverside, we know it well. That’s exactly why we built an AI-powered platform that helps content creators, podcasters, marketeers, and more at major brands like Netflix, Disney, Google, and Microsoft to create high-quality content with ease.
Riverside’s technology streamlines the entire content creation process, turning ideas into professional-grade content with the highest production standards, without requiring expensive equipment or external services. The secret? AI-driven tools that replace traditional production roles like editing, directing, and design, automating the entire process at the click of a button.
About the Customer Success Team
Our Customer Success team is dedicated to helping our customers maximize the value of our platform. We build strong relationships, provide strategic guidance, and ensure a seamless experience from onboarding to renewal. Acting as trusted advisors, we proactively address challenges, drive adoption, and identify opportunities for growth. If you're passionate about delivering exceptional customer experiences and thrive in a dynamic, relationship-focused role, this is the team for you.
On your day-to-today
You will manage a portfolio of Mid-Market customers, acting as a strategic partner and trusted advisor to help them unlock the full value of Riverside. Your focus will be on driving adoption, enabling success at scale, and ensuring long-term retention and growth. You’ll lead regular business reviews, guide high-impact conversations, and identify opportunities for renewals and expansion. As the voice of the customer, you'll collaborate cross-functionally with Product and Marketing to influence roadmap priorities and share best practices. Your ability to build deep relationships, think proactively, and consult on how Riverside fits into broader business goals will be key to your success.
Location: This is a remote role based in Toronto, ON Canada with a requirement to work Eastern time zone business hours.
Requirements
What you bring to the table:
- At least 3 years of experience in customer success/ customer support in a SaaS environment.
- Experience managing a high velocity of accounts
- Desire to work remotely in a fast-paced startup environment
- Passion to apply your tech-savviness to learn Riverside’s product functionality
- An ability to excel in achieving KPIs and targets
- Strong verbal and written communication skills in English
- Strong analytical and problem-solving skills
- Ability to prioritize, organize, and execute multiple tasks with deadlines
Join us at Riverside and be a part of our mission to empower creators and businesses to tell their stories and amplify their voices!
3+ years customer success or support experience in SaaS; ability to manage high volume of accounts; strong communication, analytical, and problem-solving skills; English proficiency; remote work in Eastern time zone.
Key Responsibilities
- managing customer portfolio
- driving product adoption
- conducting business reviews
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Toronto, Ontario, Canada
- Languages: English
About Riverside
An AI-powered platform that helps content creators, podcasters, and marketers produce high-quality video and audio content. — Industry: Information Technology