Vidyard is the leading provider of AI-powered video messaging and engagement solutions for modern revenue teams. Trusted by 100,000+ companies, Vidyard helps go-to-market teams connect with buyers more personally and effectively at scale - accelerating deal cycles, increasing close rates, and humanizing digital communication. With AI video tools, real-time analytics, and automated workflows, Vidyard is redefining how companies grow revenue through video.

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'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, and making sure 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.

About the Team

Our Customer Success team sits within Vidyard's broader Customer Experience (CX) organization and works alongside Account Management, Support, Product, and RevOps. The team is made up of CSMs at various levels, each managing a book of business across industries and segments. Together, we are responsible for driving customer adoption, retention, and satisfaction post-sale by building strong relationships, monitoring account health, running strategic touchpoints, and partnering with Account Management on renewal and growth opportunities. We're supported by Vidyard's Digital CS motion, which includes automated plays, nurtures, in-app engagement, and AI-assisted programs to help us scale.

What You’ll Work On

• 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. You'll ensure customers are set up for success and deliver ongoing enablement that drives meaningful product adoption.

• Drive adoption and value realization by building and executing tailored success plans aligned to each customer's business goals, tracking progress, and adjusting your approach as needed.

• Monitor customer health indicators proactively, identifying risk signals early and leading intervention strategies to stabilize accounts before they become churn threats. You'll document churn drivers, build save plans for at-risk accounts, and own the de-risking motion for your book.

• Partner closely with Account Management by providing customer context, health insights, and usage data that inform renewal and expansion conversations. You will not own renewals or carry a commercial target in this role, but your insights will directly shape commercial outcomes.

• Conduct strategic touch points, such as QBRs and EBRs, presenting ROI and value narratives that reinforce the customer's investment in Vidyard.

• Coordinate cross-functionally with Account Management, Support, Product, and RevOps to unblock customer issues, surface product feedback, and connect customers with the right resources.

• Serve as a voice of the customer internally, translating customer 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, and mentor other team members as a senior voice on the team.

• Use AI and automation tools to work smarter across your book, from preparing for customer calls to analyzing usage trends and personalizing outreach at scale.

• Identify opportunities to embed AI into CS workflows and processes, enabling faster, more scalable execution and sharing what works with the broader team.

What We’re Looking For

• 3-5+ years of experience in a Customer Success, Account Management, or similar customer-facing role in B2B SaaS, with a demonstrated ability to manage complex, multi-stakeholder accounts.

• Strong strategic thinking and communication skills. You can translate customer goals into actionable success plans, tell a compelling value story in a EBR, and navigate tough conversations with empathy and confidence.

• A proactive, ownership-driven mindset. You don't wait for a red flag to show up in a dashboard; you're already two steps ahead, anticipating risk and building the plan to address it.

• Experience working cross-functionally with Sales, Product, Support, and Operations teams. You know how to pull the right levers internally to get customers what they need.

• Hands-on experience using generative AI and automation tools to boost productivity, and sound judgment on when to lean on AI versus human insight.

• A genuine curiosity about customers and the problems they're solving. You care about outcomes, not just activity. You bring energy, resourcefulness, and a collaborative spirit that aligns with Vidyard's values of ownership, user obsession, and driving change together.

Our Tech Stack

You’ll work with technologies like:

• Salesforce (CRM)

• Gong (conversation intelligence and forecasting)

• Statisfy (customer health and book-of-business management)

• Zoom Enterprise (customer and internal meetings)

• Slack and Vidyard (internal collaboration and async video communication)

• Claude (Vidyard's company AI tool, built with custom skills and workflows for our org)

• AI tools embedded across our workflows, including Vidyard's own AI-powered products like Video Agent and AI Avatars

Our Commitment to Fair & Transparent Hiring 🤝

We believe the hiring process should be clear, respectful, and equitable for every candidate.

The salary range for this role is: $111k - $122k - $135k CAD OTE (85/15 split) in Canada. The salary range is designed to capture the full journey from developing skills to excelling in the role. Most new hires join close to the midpoint, which aligns with being fully capable in the position.

• Compensation: At Vidyard, we’re committed to fair and transparent pay that reflects both where you are today and where you can grow. Our compensation is guided by market data and structured salary bands that consider skills, experience, performance, and internal equity to ensure fairness and competitiveness across all roles.

• AI in Hiring: AI-enabled tools are used to assist in reviewing applications and documenting evaluations. These tools help us work smarter, but all final hiring decisions are made by people who take the time to consider your unique strengths and experience. This is the same reason why we ask that you refrain from using AI Interview assistants during your interview process.

• Accessibility for All: We’re committed to creating an accessible recruitment process. If you require accommodation at any stage, reach out to our recruitment team at recruitment@vidyard.com.

Will You Thrive at Vidyard?

At Vidyard, success comes from individuals who align with our core values, embrace challenges, and contribute to our high-performing, customer-obsessed culture. You’ll thrive here if you:

• Put Customers First: You’re passionate about solving problems, delivering exceptional value, and ensuring our customers succeed with our products.

• Embrace Innovation: You think creatively, challenge the status quo, and continuously explore new ways to improve and grow—both personally and professionally—including how you leverage AI and emerging technologies in your work.

• Value Collaboration: You work effectively across teams, listen actively, and contribute to a supportive and inclusive environment (see our statement of dedication to DEIB here).

• Act with Urgency: You’re motivated, proactive, and thrive in a fast-paced, dynamic environment where priorities can shift quickly and change is expected.

• Take Ownership: You own your work, take responsibility for outcomes, and are proud of delivering results that drive impact.

• Strive for Excellence: You maintain high standards, are goal-oriented, and continuously push yourself and your teammates to do their best.

• Use AI Thoughtfully: You’re curious and proactive about adopting AI tools to work smarter, increase impact, and scale results—while understanding the importance of human judgment, ethics, and continuous learning.

Why You’ll Love Working at Vidyard

At Vidyard, we’re passionate about creating an environment where you can succeed—both personally and professionally. Here’s what you can look forward to:

• Work-life Integration: At Vidyard, we set the bar high, expecting excellence and dedication from every team member. In return, we empower you to integrate work and life seamlessly. Enjoy remote-first flexibility, unlimited vacation, and the option to work abroad for up to 90 days each year.

• Competitive Benefits: Start day one with comprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period).

• Wellness & Mental Health: Flexible spending accounts and $1,500 annually for mental health support through Inkblot.

• Parental Leave Top-Up: Support when it matters most, with enhanced parental leave benefits.

• Growth & Development: $1,500 annual allowance, mentorship, and regular review cycles to support your professional development.

• Purpose & Impact: Paid volunteer hours and Employee Resource Groups to champion inclusion and community.

• Your Workspace, Your Choice: Remote-first with the option to collaborate in our office space in Kitchener, Ontario.

Come join a team where your best life meets your best work!