Customer Success Manager

Description

About Riverside.fm

Riverside makes it easy to record remote podcasts and video interviews that look and sound like they were recorded in a million-dollar studio. Since launching, we have experienced rapid growth and are trusted by customers including Spotify, the New York Times, LinkedIn, and Marvel. We are a resourceful and growing team who are looking for top talent to join us and help shape the future of Riverside.

About this CSM Role

We are looking for a customer-obsessed, self-starting Customer Success Manager to manage a portfolio of our small to medium-sized business customers. If you have:

• a passion for helping customers be successful with technology
• a drive toward outstanding customer service
• ambition to meet your personal goals and grow your career in Customer Success
• interest in audio and video content creation

Location: This is a remote role based in Toronto, ON Canada with a requirement to work Eastern time zone business hours.

What you will do:

• Manage the customer journeys of Riverside Business accounts:
• Guide customer onboarding and facilitate a smooth implementation of Riverside
• Drive adoption by building success plans with customers to help them realize the value of Riverside
• Lead business reviews, check-in calls, and training sessions to build a strong relationship with customers
• Own the renewal process, which includes account planning, pricing negotiations, and identifying opportunities to grow customer accounts
• Collaborate with product, support, and business teams to help solve problems and advocate for customer needs
• Champion customer-centricity through collecting and sharing customer stories

Requirements

What you bring to the table:

• At least 2 year of experience in customer success/ customer support in a SaaS environment.
• 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
• Availability to work Eastern time zone business hours in the US

Advantage for:

• Experience with G-Suite, Hubspot, Slack, and other web-based technologies
• Video or audio technology background

Join us at Riverside and be a part of our mission to empower creators and businesses to tell their stories and amplify their voices!