Mid-Market Customer Success Manager

Talantir; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Riverside is seeking a results-driven Customer Success Manager to manage a portfolio of SMB customers remotely from Canada. You will drive adoption, enable success at scale, and protect long-term retention by guiding strategic conversations and reviews.

Collaborate with Product and Marketing to align roadmaps with customer needs, and pursue renewals and expansion opportunities. Strong English communication and a proactive, KPI-driven mindset are essential.

Qualifications

• At least 2 years of experience in customer success or customer support in a SaaS environment.
• Experience managing a high velocity of accounts.
• Strong verbal and written communication skills in English.
• Desire to work remotely in a fast-paced startup environment.

Responsibilities

• Manage a portfolio of SMB customers and act as strategic partner to unlock value of Riverside.
• Drive adoption, enable success at scale, and ensure long-term retention and growth.
• Lead regular business reviews and guide high-impact conversations.
• Identify renewals and expansion opportunities and collaborate with Product/Marketing.
• Build deep relationships and consult on how Riverside fits broader business goals.

Skills

Customer success

Account management

Remote work

English communication

Job description

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 SMB 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 2 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!