Senior Customer Success Manager

Vidyard is the leading provider of AI-powered video messaging, video hosting, sales prospecting, and buyer engagement solutions for modern revenue teams. Trusted by over 100,000 companies, Vidyard empowers go-to-market teams to connect with buyers in more personal, impactful ways at scale. From prospecting to post-sale, Vidyard helps businesses accelerate deal cycles, increase close rates, and humanize digital communication. With best-in-class AI-generated video tools, real-time engagement analytics, and AI-powered video workflows, Vidyard is redefining how companies grow revenue through video.

About the Role 

Vidyard is looking for a Senior Customer Success Manager to join our Customer Success team. Reporting to the Senior Director, Customer Success, you will own a strategic book of high-growth SMB and MM accounts.

You’ll work directly with these customers to help them realize value, drive adoption, and achieve success with the Vidyard platform. At the same time, you’ll help build and execute scalable programs and automation that enhance the customer experience across our broader longtail customer base.

This is a hybrid role that combines personalized customer engagement with digital-first Customer Success strategy and execution. It’s a unique opportunity to directly impact customer retention and growth, while helping shape the future of digital CS at Vidyard.

This is a remote role open to candidates located in Canada and the US.

About the Team

This role is part of the growing Scaled Customer Success team, which is responsible for driving adoption, retention, and growth post-sales. The team includes scaled renewals, technical support, and digital programs focused on delivering exceptional customer experiences through a blend of human and AI-driven automated touchpoints. We work cross-functionally with Sales, Product, Support, RevOps, and Marketing to improve time to value, amplify customer impact, and deliver predictable results that align with key revenue outcomes.

What You’ll Work On

• Learn Vidyard’s product end-to-end and guide customers through onboarding, adoption, and growth.
• Balance strategic 1:1 planning with scalable 1:many digital initiatives, championing a digital-first mindset to improve efficiency, personalization, and scale.
• Manage a book of high-potential SMB and MM customers, building trusted relationships, sharing best practices, and serving as an advisor on video strategy and platform usage.
• Create and execute success plans aligned to customer goals and lifecycle stages; identify churn risks and surface expansion opportunities.
• Collaborate cross-functionally with Support, Product, and Sales to address feedback, feature requests, and drive business outcomes.
• Contribute to Vidyard’s digital CS roadmap through customer insights, journey mapping, automation strategy, lifecycle content, and playbooks.
• Help design and execute scaled programs (nurtures, in-app engagement, newsletters, surveys, automations) and track digital engagement signals to optimize personalization and program impact.

What You’ll Bring to this Role

• 5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
• Experience supporting SMB/Mid-Market customers at scale, ideally in a PLG or high-volume B2B environment
• Experience in digital success programs, automation, lifecycle engagement, and community building
• Excellent communication, project management, and stakeholder engagement skills
• High degree of autonomy, resourcefulness, systems thinking, and adaptability
• Comfort with ambiguity and a test-and-learn approach to program building
• Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight

Our Tech Stack

You’ll work with technologies like:

• Vidyard
• G Suite
• Salesforce
• Intercom
• Clay
• Gong
• Looker
• Metbase
• Statisfy
• Zendesk
• EverAfter

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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.

At Vidyard, we celebrate the intersection of creativity, ambition, AI-driven innovation, and meaningful impact. If you’re ready to contribute to our mission of transforming communication—and thrive in a workplace that champions experimentation, smart automation, and customer obsession—Vidyard is the place for you.

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 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.

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

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at [email protected]. Unsolicited resumes from Agencies will not be accepted.