As a Customer Experience Executive, you will handle customer enquiries via email, live chat, and social media, ensuring timely and professional responses. Your responsibilities include processing refunds, resolving order issues, providing accurate product and shipping information, and assisting with account queries. You will log interactions, identify recurring issues for process improvements, and suggest automation opportunities. Additionally, you will collaborate with internal teams to resolve concerns, respond to customer reviews, and maintain the correct brand tone in all communications. Escalating complex issues where necessary, you will play a key role in delivering a smooth and positive customer experience. Key Responsibilities • Respond to customer queries via email, live chat, and social media in a professional and timely manner. • Process refund requests and order adjustments in line with company policies. • Investigate and resolve order-related issues such as delayed deliveries, incorrect items, or missing parcels. • Provide accurate information about products, stock availability, and shipping times. • Monitor and respond to social media messages, ensuring queries are addressed and escalating where necessary. • Accurately tag customer interactions and resolutions in the internal system for future reference. • Identify common customer questions or recurring issues and report them to the team for process improvements. • Flag frequent customer queries that could be answered by the AI tool and provide feedback to the Manager to enhance automation. • Work closely with the warehouse, purchasing and product teams to resolve issues and ensure smooth customer experiences. • Assist customers with account-related queries, including updating details and explaining company policies. • Respond to customer reviews and escalate concerns to maintain a positive brand reputation. • Ensure the correct tone of voice is used across interactions for each brand

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement • Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior • Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value • Championing and owning customer retention and partnering with Account Managers on upsells • Advocating for customer needs and educate them on adopting new features as we continue to enhance the product • Confidently working in an ambiguous environment -- we are a fast moving startup! • Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization

As a Customer Success Manager, Digital Touch, you will support customer retention, adoption, and engagement across a large digital portfolio of accounts. This role leverages automation, data insights, and targeted customer interactions to ensure customers onboard successfully, utilize the platform effectively, and renew year after year. While operationally supported by digital workflows, this is a customer-facing role that requires strong communication skills, the ability to interpret customer data, and a passion for helping customers succeed.   This role is ideal for individuals early in their SaaS Career, or those with strong customer experience backgrounds who enjoy problem-solving and building customer relationships.  In this role you will get to:  - Maintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer calls.  - Deliver value-driven customer touchpoints and log all interactions in CRM tools (Salesforce, Totango).  - Monitor account health, usage signals, and churn-risk indicators and escalate or intervene as needed.  - Support renewal readiness by identifying risks early and contributing to retention strategies.  - Assist customers through onboarding milestones to ensure early adoption of key features.  - Facilitate training opportunities through webinars, digital resources, and guided product usage.  - Identify revenue opportunities such as overages or account growth trends and surface insights to leadership.  - Follow established Customer Success playbooks and lifecycle engagement campaigns.  - Collaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiatives.  - Share customer feedback to help influence product enhancements and process improvements.  Disclaimer  Disclaimer The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

As a Digital Touch Customer Success (Specialist), you will support customer retention, adoption, and engagement across a large digital portfolio of accounts. This role leverages automation, data insights, and targeted customer interactions to ensure customers onboard successfully, utilize the platform effectively, and renew year after year. While operationally supported by digital workflows, this is a customer-facing role that requires strong communication skills, the ability to interpret customer data, and a passion for helping customers succeed.   This role is ideal for individuals early in their SaaS Career, or those with strong customer experience backgrounds who enjoy problem-solving and building customer relationships.  In this role you will get to:  - Maintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer calls.  - Deliver value-driven customer touchpoints and log all interactions in CRM tools (Salesforce, Totango).  - Monitor account health, usage signals, and churn-risk indicators and escalate or intervene as needed.  - Support renewal readiness by identifying risks early and contributing to retention strategies.  - Assist customers through onboarding milestones to ensure early adoption of key features.  - Facilitate training opportunities through webinars, digital resources, and guided product usage.  - Identify revenue opportunities such as overages or account growth trends and surface insights to leadership.  - Follow established Customer Success playbooks and lifecycle engagement campaigns.  - Collaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiatives.  - Share customer feedback to help influence product enhancements and process improvements.  Disclaimer  Disclaimer The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.