Team Lead, Customer Success

Description

Who We Are:

Riverside is your online studio for high-quality recordings and incredibly smart and fast editing. It's powered by AI, but built for human conversations - anything from podcasts to video marketing is captured with 4K video quality and crystal-clear audio, no matter where you’re located. By removing all barriers between idea and expression, we empower anyone to create stories and conversations that engage their audience and inspire the world with conversations and stories.

Role Overview:

As a Team Lead, Customer Success at Riverside, you will lead a team of Customer Success Managers responsible for a portfolio of small & medium customers. In this pivotal role, you will provide guidance and coaching to your team while also innovating and evolving processes to enhance customer satisfaction, platform adoption, renewals, and expansion. You will collaborate closely with other departments to ensure our customers achieve their desired outcomes and maximize the value from our platform.

What will your day to day look like: 

• Leadership & Team Management: Lead, mentor, and develop a high-performing Customer Success team. Foster a collaborative and customer-centric culture within the team.
• Customer Strategy & Engagement: Develop and implement strategies to ensure customer success and satisfaction. Drive engagement and adoption through regular check-ins, business reviews, and proactive outreach.
• Process Improvement: Continuously assess and enhance Customer Success processes, tools, and methodologies to improve efficiency and effectiveness.
• Customer Advocacy: Serve as the voice of the customer within Riverside, providing feedback and insights to product, marketing, and sales teams to drive customer-centric improvements and innovation.
• Performance Metrics: Track and analyze key performance indicators (KPIs) to measure the effectiveness of Customer Success initiatives. Use data-driven insights to make informed decisions and adjustments.
• Relationship Building: As a trusted leader, you will build and maintain strong relationships and communicate effectively with key stakeholders (internally and externally) at every level. Acting as a trusted advisor and point of escalation when necessary. 
• Renewals & Expansion: Spearhead efforts to achieve net retention targets by guiding the team to drive renewals and identify expansion opportunities.

Requirements

What you bring to the table 

• Experience: 3+ years of experience in Customer Success or Account Management within SaaS, with at least 2+ years in a leadership role managing a team of 5+ CSMs.
• Skills: Strong leadership, coaching, and mentoring skills. Excellent communication, interpersonal, and negotiation skills.
• Knowledge: In-depth understanding of customer success principles, SaaS business models, and the ability to translate customer feedback into actionable insights. Highly accomplished with commercial metrics including renewals and expansion.
• Technical Aptitude: Comfortable with technology and able to quickly learn new tools and platforms.
• Customer-Centric: Passionate about customer success and driven by delivering exceptional customer experiences.
• Problem-Solving: Strong analytical and problem-solving skills with a proactive approach to addressing challenges and opportunities.

Why choose us? 

• You'll have a front-row seat at an early-stage, fast-growing company.
• Opportunity to build, innovate, and be a part of the mission.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
• Talented partners and plenty of space to learn and teach.
• The chance to be part of a company that is revolutionizing online content creation!