Mid-Market Customer Success Manager

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.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 accountsDesire to work remotely in a fast-paced startup environmentPassion to apply your tech-savviness to learn Riverside’s product functionalityAn ability to excel in achieving KPIs and targetsStrong verbal and written communication skills in EnglishStrong analytical and problem-solving skillsAbility to prioritize, organize, and execute multiple tasks with deadlinesJoin us at Riverside and be a part of our mission to empower creators and businesses to tell their stories and amplify their voices!
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