Senior Director
Customer Success
Posted on 11/30/2023
INACTIVE
Vidyard

201-500 employees

Video messaging and hosting for sales engagement
Company Overview
Vidyard is a leading company in the field of video messaging, hosting, and buyer engagement solutions, catering to the evolving needs of modern sales and marketing. The company's culture is centered on customer satisfaction, as evidenced by their commitment to transforming buyer engagement and the positive feedback from their users. Their competitive advantage lies in their specialized focus on video solutions, which are increasingly crucial in today's digital marketing landscape.
Data & Analytics

Company Stage

Series C

Total Funding

$150.8M

Founded

2011

Headquarters

Kitchener, Canada

Growth & Insights
Headcount

6 month growth

-20%

1 year growth

-24%

2 year growth

-35%
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Management
Marketing
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • 7+ years of team management experience within customer/account management; consulting experience is a big plus
  • Proven experience in leading a successful CSM team in a growth-oriented environment
  • Experience driving new and expansion sales
  • Expert level problem solving skills and the ability to develop strategies and translate them into initiatives while tracking their successful delivery
  • Strong process orientation, with a total-system mindset and experience rolling out global processes and programs; Playbook and Totango experience is a plus
  • Strong perspective rooted in professional experience, paired with a willingness to listen carefully, explore new ideas, and coach
  • Curiosity and willingness to experiment, fail fast, learn, and adapt; the flexibility to learn from what you’ve done in the past.
  • Results-driven leadership with an emphasis on execution; not afraid to dig into the details with the front-line team
  • Empathetic approach to leadership with a desire to build a world-class CSM organization within the constraints of a responsibly managed business; including attracting, developing and retaining “above-the-mean” talent
Responsibilities
  • Driving adoption, retention and value delivery across all customers
  • Influencing future lifetime value through adoption, customer satisfaction and overall health
  • Leading a team that includes four key pillars: Customer Success Management, Technical Services, Contract Renewal Specialists and Launch Services
  • Recruiting, coaching, developing, and driving a high performing team
  • Developing company-wide customer success motions that integrate processes, content and date to/from stakeholder organizations (Marketing, Sales, Product/Engineering)
  • Assessing, prioritizing, and innovating new programs to ensure our customers are adopting, using and seeing value from the Vidyard product
  • Constantly experimenting to improve outcomes and efficiency, making timely decisions and implementing strategies to drive customer success
  • Setting goals, action plans, playbooks, and key metrics for CSM teams in different customer tiers with different levels of customer touch; managing against and creating new standardized playbooks and interventions for each point in the customer journey
  • Monitoring key customer success metrics, analyzing data, and generating reports to track and communicate progress to senior leadership
  • Leading strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
  • Building strong relationships and collaborating cross-functionally with Sales, Marketing and Product to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience that matches customer value to investment tier
  • Owning accurate forecasting, account assignments and bandwidth management processes
  • Regularly engaging with customers to build relationships, expand empathy, and resolve issues of escalation
  • Building relationships and advocacy with senior roles inside of our customers
  • Employing a strong strategic vision to evolve CSM programs toward a tailored, best-in-class experience for larger and more strategic customers
  • Hiring and retaining above-the-mean, consultative talent
Desired Qualifications
  • Consulting experience
  • Playbook and Totango experience