[Hiring] Senior Customer Success Manager @Vidyard

Role Description

Vidyard is seeking a Senior Customer Success Manager to join our Customer Success team. Reporting to the Manager of Customer Success, you'll play a key role in driving adoption, value realization, and long-term account health across Vidyard's customer base, with a focus on our mid-market and enterprise accounts.

We believe this role is perfect for someone looking to deepen their strategic CS skills without the pressure of owning a commercial number. You'll focus on what great CSMs do best:

• Building relationships
• Driving product adoption
• Mitigating risk early
• Ensuring customers get real business value from Vidyard

As part of a company that's building AI-enabled products, we're looking for someone who is comfortable using AI tools to enhance their own work and accelerate outcomes. You'll be part of a culture that values experimentation, continuous learning, and finding smarter ways to solve problems.

This is a remote-first role open to candidates located in Canada.

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.
• A proactive, ownership-driven mindset.
• Experience working cross-functionally with Sales, Product, Support, and Operations teams.
• Hands-on experience using generative AI and automation tools to boost productivity.
• A genuine curiosity about customers and the problems they're solving.

Requirements

• Own a book of Mid-Market and Enterprise accounts, serving as the primary relationship owner and trusted advisor throughout the post-sale customer lifecycle.
• 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.
• Monitor customer health indicators proactively, identifying risk signals early.
• Partner closely with Account Management by providing customer context, health insights, and usage data.
• Conduct strategic touch points, such as QBRs and EBRs.
• Coordinate cross-functionally with Account Management, Support, Product, and RevOps.
• Serve as a voice of the customer internally.
• Contribute to the development of playbooks, templates, and scalable processes.
• Use AI and automation tools to work smarter across your book.
• Identify opportunities to embed AI into CS workflows and processes.

Benefits

• Remote-first flexibility with unlimited vacation.
• Comprehensive, flexible benefits tailored to support you.
• Flexible spending accounts and $1,500 annually for mental health support.
• Enhanced parental leave benefits.
• $1,500 annual allowance for professional development.
• Paid volunteer hours and Employee Resource Groups.
• Option to work abroad for up to 90 days each year.