SMB Customer Success Manager - EMEA

About Riverside.fm

Riverside makes it easy to record remote podcasts and video interviews that look and sound like they were recorded in a million-dollar studio. 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 a customer-obsessed, self-starting Customer Success Manager to manage a portfolio of our small to medium-sized business customers. If you have:

a passion for helping customers be successful with technology
a drive toward outstanding customer service
ambition to meet your personal goals and grow your career in Customer Success
interest in audio and video content creation

What you will do:

Manage the customer journeys of Riverside Business accounts (100+)
Guide customer onboarding and facilitate a smooth implementation of Riverside
Drive adoption by building success plans with customers to help them realize the value of Riverside
Lead business reviews, check-in calls, and training sessions to build a strong relationship with customers
Own the renewal process, which includes account planning, pricing negotiations, and identifying opportunities to grow customer accounts
Collaborate with product, support, and business teams to help solve problems and advocate for customer needs
Champion customer-centricity through collecting and sharing customer stories

Requirements:

What you bring to the table:

2+ years of experience in customer success/ customer support in a SaaS environment.
Experience managing a high velocity of accounts
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

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!