Onboarding Manager

About Riverside

Riverside.fm is an online platform that facilitates premium-quality recordings and utilizes intelligent editing powered by AI. Designed to capture seamless human interactions—ranging from podcasts to video marketing—its capabilities include high-definition 4K video and crystal-clear audio from any location. The platform removes obstacles between ideas and expression, empowering users to craft compelling stories and meaningful conversations that captivate and inspire their audience.

Role Overview

Amid rapid growth, Riverside is recruiting an Onboarding Manager for the Customer Success team. This key role is focused on ensuring customers effectively adopt and benefit from Riverside’s solutions from the outset. The Onboarding Manager will lead live onboarding and training sessions, educate customers about new features, create valuable instructional materials, and contribute to overall customer satisfaction and retention efforts.

Key Responsibilities

• Deliver live onboarding and training experiences to new customers for smooth platform adoption.
• Guide current customers on platform updates and new features to maximize their engagement.
• Develop and keep up-to-date customer-facing training materials such as decks, guides, and workshops.
• Work closely with Sales and Customer Success teams to facilitate seamless customer transitions and unified service.
• Support training and onboarding for new team members within Customer Success by sharing latest knowledge and best practices.
• Identify customer requirements and milestones to help them reach their initial value from the platform.
• Track customer health indicators and proactively manage risks to reduce churn.
• Collaborate with Product and Marketing teams to ensure educational resources are current and comprehensive.

Qualifications and Skills

• Minimum two years of experience in customer-facing roles, preferably in onboarding, training, or customer success within SaaS companies.
• Strong communication skills with the ability to convey technical concepts clearly and engagingly.
• Proven track record in creating and delivering effective training content.
• Highly organized with the capability to handle multiple initiatives and deadlines efficiently.
• Comfortable leading live virtual training sessions confidently.
• Proactive attitude dedicated to exceptional customer service delivery.
• Friendly, customer-oriented approach with enthusiasm for educating others.