Enterprise Customer Success Manager

Description

About Riverside.fm

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. 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 an experienced, energetic, and positive Customer Success Manager to own and manage a significant and diverse book of our Enterprise clients.

You have great interpersonal skills as well as a strong bias towards excellent client service. You are analytical and have great organizational and multitasking skills.

You’re a positive individual, self-motivated with a can-do attitude.

If you are passionate about audio/video content creation; If you are data-driven, detail-oriented, and excited to roll up your sleeves to make customers successful with our product, this is for you.

Location: This is a remote position; however, candidates must reside in/ within close proximity to New York City to accommodate occasional in-person client visits.

What you will do:

• Manage a diverse portfolio of Enterprise and SMB accounts with a focus on enablement at scale and value realization, yielding a super high renewal rate
• Assess client health, identify opportunities and risks, and develop strategies to mitigate churn with proactive health plans
• Own and guide your clients’ onboarding implementation
• Execute business reviews, training, check-in calls, and feature implementation
• Promote clients advocacy and testimonials 
• Create recourses that empower our customers
• Manage customer knowledge base:
• Ensure assigned accounts are updated in CRM, interaction with customers is tracked, and technical & business information is accurately recorded 
• Promote customer’s needs:
• Work cross-functionally with multiple product, technical and business teams, and customers
• Promote Riverside value:
• Work with Product and Marketing to educate customers on upcoming product releases, industry updates, and know-hows
• Drive renewals and identify up-sell and cross-sell opportunities

Requirements

What you bring to the table:

• At least 2 years of experience in customer success in a SaaS environment managing enterprise logos.
• Desire to work remotely in a fast-paced startup environment
• Occasional client visits
• 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!