Mid-Market Customer Success Manager

Riverside; Toronto; Remote; CAD 65,000 - 100,000; Full time

Job summary

Riverside is seeking a Customer Success Manager to partner with Mid-Market customers and help them unlock the full value of the Riverside platform. This remote role is based in Toronto, ON, Canada and requires working Eastern Time business hours.

You will drive adoption, enable success at scale, and foster long-term retention and growth by guiding strategic conversations, leading business reviews, and coordinating with Product and Marketing to influence the roadmap while advocating for customers

Qualifications

• At least 3 years of customer success/support in a SaaS environment.
• Experience managing a high velocity of accounts
• Desire to work remotely in a fast-paced startup environment
• Tech-savviness to learn Riverside’s product functionality
• Able 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

Responsibilities

• Manage a portfolio of Mid-Market customers as strategic partner.
• Drive adoption, scale success, and retention.
• Lead regular business reviews with customers.
• Identify opportunities for renewals and expansion.
• Collaborate with Product and Marketing to influence roadmap.
• Advise on how Riverside fits broader business goals

Skills

SaaS experience

Account management

English communication

Remote work

KPI driven

Job 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!