Senior Customer Success Manager

About the Role

Vidyard is seeking a Senior Customer Success Manager to join our Customer Success team. Reporting to the Manager of Customer Success, you will drive adoption, value realization, and long‐term account health across Vidyard's customer base, focusing on mid‐market and enterprise accounts.

Remote‐first role open to candidates in Canada and the US.

Responsibilities

• Own a book of Mid‐Market and Enterprise accounts, serving as the primary relationship owner and trusted advisor.
• Lead customer onboarding, enablement, and training to build a strong foundation from day one.
• Drive adoption and value realization by building and executing tailored success plans aligned to each customer’s business goals.
• Monitor customer health indicators proactively, identify risk signals early, and lead intervention strategies to stabilise accounts.
• Partner closely with Account Management to provide customer context, health insights, and usage data that inform renewal and expansion conversations.
• Conduct strategic touchpoints such as QBRs and EBRs, presenting ROI and value narratives.
• Coordinate cross‐functionally with Account Management, Support, Product, and RevOps to unblock customer issues.
• Serve as a voice of the customer internally, translating feedback into actionable insights for Product, Marketing, and leadership.
• Contribute to the development of playbooks, templates, and scalable processes that strengthen the overall CS function.
• Use AI and automation tools to work smarter across your book.
• Identify opportunities to embed AI into CS workflows and processes.

Qualifications

• 3‐5 years of experience in a Customer Success, Account Management, or similar customer‐facing role in B2B SaaS.
• Strong strategic thinking and communication skills; able to translate customer goals into actionable success plans.
• Proactive, ownership‐driven mindset; anticipates risk and builds plans to address it.
• Experience working cross‐functionally with Sales, Product, Support, and Operations teams.
• Hands‐on experience using generative AI and automation tools to boost productivity.
• Curiosity about customers and the problems they solve; collaborative spirit aligned with Vidyard’s core values.

Technical Stack

• Salesforce (CRM)
• Gong (conversation intelligence)
• Statisfy (customer health and book‐of‐business management)
• Zoom Enterprise
• Slack and Vidyard
• Claude (Vidyard’s AI tool)
• Vidyard AI‐powered products like Video Agent and AI Avatars

Benefits & Compensation

Salary range: $111k–$122k–$135k CAD OTE (85/15 split) in Canada; $115k–$131k–$140k USD OTE in the US. Remote‐first flexibility, unlimited vacation, and the option to work abroad for up to 90 days each year.

Competitive benefits, wellness and mental health support, parental leave top‐up, growth and development allowance, paid volunteer hours, employee resource groups, and remote workspace options.

Commitment to Fair & Transparent Hiring

All final hiring decisions are made by people. The company is committed to fair and transparent pay and to creating an accessible recruitment process.