[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Vidyard is the leading provider of AI-powered video messaging and engagement solutions for modern revenue teams. They are seeking a Senior Customer Success Manager to drive adoption, value realization, and account health across mid-market and enterprise accounts, focusing on building relationships and ensuring customers achieve real business value from their products.

Responsibilities

• 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

Skills

• 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

Benefits

• Remote-first flexibility
• Unlimited vacation
• Option to work abroad for up to 90 days each year
• Comprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period)
• Flexible spending accounts
• $1,500 annually for mental health support through Inkblot
• Parental Leave Top-Up
• $1,500 annual allowance, mentorship, and regular review cycles to support your professional development
• Paid volunteer hours
• Employee Resource Groups to champion inclusion and community
• Remote-first with the option to collaborate in our office space in Kitchener, Ontario

Company Overview