Senior Customer Success Manager

Vidyard•,

5d•CA$111,000 - CA$135,000•Remote

About The Position

Vidyard is seeking a Senior Customer Success Manager to join their Customer Success team. This role will focus on driving adoption, value realization, and long-term account health for mid-market and enterprise accounts. The position is ideal for someone looking to enhance their strategic Customer Success skills without direct commercial responsibility. The candidate will focus on relationship building, product adoption, risk mitigation, and ensuring customers derive significant business value from Vidyard. Experience with AI tools to improve work and accelerate outcomes is desired, within a culture that values experimentation and continuous learning. This is a remote-first role open to candidates located in Canada.

Requirements

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. Ability to translate customer goals into actionable success plans, tell a compelling value story in an EBR, and navigate tough conversations with empathy and confidence.
A proactive, ownership-driven mindset.
Experience working cross-functionally with Sales, Product, Support, and Operations teams.
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.
Alignment with Vidyard's values of ownership, user obsession, and driving change together.

Nice To Haves

Experience with AI tools to enhance work and accelerate outcomes.
Comfortable using AI tools to enhance their own work and accelerate outcomes.
Experience with technologies like Salesforce (CRM), Gong (conversation intelligence and forecasting), Statisfy (customer health and book-of-business management), Zoom Enterprise, Slack, Vidyard, Claude, and other AI tools.

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, ensuring customers are set up for success and driving meaningful product adoption through ongoing enablement.
Drive adoption and value realization by building and executing tailored success plans aligned to each customer's business goals, tracking progress, and adjusting the approach as needed.
Monitor customer health indicators proactively, identifying risk signals early and leading intervention strategies to stabilize accounts before they become churn threats, documenting churn drivers, building save plans for at-risk accounts, and owning the de-risking motion for the book.
Partner closely with Account Management by providing customer context, health insights, and usage data that inform renewal and expansion conversations (will not own renewals or carry a commercial target).
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 the 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.