Vidyard · 3 months ago
Senior Customer Success Manager (Full Cycle)
United States
Full-time
Remote
Senior Level
CA$111K/yr - CA$135K/yr
5+ years expVidyard is the leading provider of AI-powered video messaging and engagement solutions. The Senior Customer Success Manager will stabilize at-risk accounts, manage the renewal lifecycle, and collaborate cross-functionally to enhance customer value and drive retention.
AnalyticsBig DataCloud ComputingDigital MediaEnterprise SoftwareMarketing AutomationSaaSVideo
Responsibilities
De-risk & recover accounts (core focus): triage risks, run executive/champion alignment, craft save plans, and drive recovery to 'healthy.'
Build the motion: design and operationalize the de-risking program through defined structure, playbooks, metrics, and strategy to scale stabilization and renewals
Create & execute success plans: align to customer goals and lifecycle stages; identify churn risks early and surface expansion opportunities to be pursued once stable
Learn the product end-to-end: guide customers through onboarding and adoption with a stabilization lens, ensuring clear value realization and readiness for growth
Operationalize early warning & digital scale: monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives; champion a digital-first mindset using plays like nurtures, in-app engagement, and automations
Remove friction fast: collaborate with Support, Product, and Sales to address feedback and feature requests, close the loop, and reinforce value realization
Own renewals end-to-end: build renewal strategies, manage terms/pricing, run negotiations and procurement, and secure on-time signatures, all while maintaining crisp, data-driven forecasts
Transition stabilized accounts to the Growth team (AM/CSM) with clear context to sustain momentum
Keep the system clean: maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce
Contribute to our Digital CS roadmap: turn customer insights into journey maps, automation strategies, lifecycle content, and playbooks that improve efficiency, personalization, and scale
Qualification
Required
5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role, with proven commercial renewal/negotiation ownership
A track record of stabilizing at-risk books: diagnosing risk, aligning senior stakeholders, and executing save plans
Strength with digital/automated CS programs and data-driven prioritization
Excellent communication, project management, and stakeholder engagement skills
Resourceful, adaptable, comfortable with ambiguity, and effective cross-functionally in fast-moving environments
Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight
Benefits
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 the freedom of flexible hours and unlimited vacation, paired with programs that support working from anywhere—even while traveling.
Competitive Pay & Benefits: Start day one with a competitive salary and comprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period)
Wellness Your Way: Leverage flexible spending accounts to spend on what matters most.
Mental Health Support: Access to Inkblot, a digital mental health platform, plus $1,500 per person per year for mental health services.
Parental Leave Top-Up: Support when it matters most, with enhanced parental leave benefits.
Make an Impact: At Vidyard, we believe in creating positive change. Enjoy paid volunteer hours to support the causes you care about and join Employee Resource Groups (ERGs) to connect with colleagues, champion inclusion, and drive meaningful impact within Vidyard and the communities we serve.
Invest in Your Growth: Regular performance reviews, individual development plans and an annual allowance of $1,500, dedicated to your professional development and ongoing learning.
Your Perfect Workspace: Whether you prefer the comfort of your home, or the energy of our Kitchener, Ontario, collaboration space, you’ll have the flexibility to choose. While we default to remote-first, occasional in-person meetings and events are thoughtfully designed for connection and collaboration.
Company
Vidyard
Vidyard is a video marketing platform, enabling customers to derive information on viewer-behavior for marketing automation systems and CRM.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$90.88MKey Investors
Export Development CanadaBMO Capital MarketsBattery Ventures
2024-04-15Series Unknown· $15.23M
2019-12-20Debt Financing· $15M
2016-01-26Series C· $35M
Leadership Team
Michael Litt
Co-Founder and CEO
Devon Galloway
Co-Founder, CTO
Recent News
2025-12-02
Company data provided by crunchbase