Onboarding Manager

JobsCloseBy Editorial Insights

Riverside.fm is hiring an Onboarding Manager to join its Customer Success team in Toronto, onsite, full-time. The role centers on leading live onboarding sessions, teaching new and existing customers how to use Riverside’s features, creating training decks and guides, and ensuring smooth handoffs with Sales and CS while driving first value and monitoring customer health to reduce churn. Candidates should have 2+ years in a customer-facing SaaS role, the ability to explain technical concepts simply, proven experience creating training content, excellent organization for handling multiple projects, and comfort delivering live virtual sessions. Tips for applicants: quantify onboarding impact on retention and time to value, show resources you created, demonstrate cross-functional collaboration, and highlight a proactive, customer-first mindset.

Description

Riverside.fm 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.

About the Role

Riverside is growing rapidly, and we’re seeking an Onboarding Manager to join our Customer Success team. In this role, you’ll be instrumental in ensuring our customers get the most out of Riverside’s solutions from the start. You will lead onboarding sessions, train customers on new features, and create impactful resources to support both customers and our internal teams. Your efforts will directly influence customer satisfaction and retention, making you a key contributor to our success.

Responsibilities

• Conduct live onboarding and training sessions for new customers to ensure seamless adoption of Riverside’s solutions.
• Educate existing customers on new features and updates to maximize their value from our platform.
• Create and maintain customer-facing resources, including training decks, guides, and workshops.
• Collaborate with the Sales and Customer Success teams to ensure smooth customer handoffs and a cohesive experience.
• Support the onboarding and ongoing training of new hires within the Customer Success team, ensuring they are up-to-date with the latest features and best practices.
• Proactively identify customer needs and milestones, driving them toward achieving their “first value.”
• Monitor customer health and address potential risks to minimize churn.
• Partner with product and marketing teams to ensure resources reflect the latest developments and best practices.

Requirements

Requirements

• 2+ years of proven experience in a customer-facing role, ideally in onboarding, training, or customer success within a SaaS environment.
• Strong ability to explain technical concepts in a simple and engaging manner.
• Experience creating and delivering training content and materials.
• Exceptional organizational skills, with the ability to manage multiple projects and deadlines.
• Confidence in facilitating live virtual training sessions.
• A proactive mindset with a passion for delivering exceptional customer experiences.
• An eagerness to help and educate others, with a friendly and customer focused attitude.