Enterprise Customer Success Manager, Vidyard
+ Stock options
Video tools for virtual sales & marketing teams
Open for applications
Video tools for virtual sales & marketing teams
201-500 employees
Open for applications
+ Stock options
201-500 employees
Company mission
To help businesses succeed through the power of video.
Role
Who you are
- 5+ years of experience in customer-facing account management roles, with a proven track record of success in managing complex, enterprise-level accounts
- Experience in sales or sales development
- Previous experience in a B2B SaaS environment
- Experience developing high-value, multi-threaded relationships to drive retention and growth
- Strong problem-solving, negotiation, and commercial skills
- A high degree of resourcefulness, flexibility, and adaptability in fast-paced environments
- Excellent verbal, written, and interpersonal communication skills with the ability to lead data-driven discussions around business needs, organizational goals, and solutions with customers at all levels
- A passion for learning quickly in a fast-paced, often ambiguous environment
What the job involves
- We are seeking an experienced Enterprise Customer Success Manager to join our team. In this role, you will own and manage a portfolio of high-value, complex customers, ensuring they receive maximum value from Vidyard’s offerings
- You’ll proactively engage with customers, collaborate with account management, and build influential relationships across diverse stakeholders
- You’ll act as a trusted advisor, advocate for product improvements, and drive customer engagement at the highest level
- Our Customer Success team is built on four key pillars: Customer Success Management, Technical Services, Contract Renewal Specialists, and Launch Services. We work closely together to execute programs, processes, and playbooks that enable our customers to achieve success
- Own and manage a portfolio of high-value, complex enterprise customers, acting as their strategic business partner
- Proactively address at-risk customers, mitigating churn by engaging with them at critical points in the customer lifecycle
- Collaborate with cross-functional account teams to drive customer engagement and ensure value realization
- Build and maintain influential relationships with customers with highly complex use cases, from end users to executive sponsors, to ensure a best-in-class customer experience
- Actively monitor adoption, analyze data/metrics/industry trends, and develop strategies that maximize the value customers derive from Vidyard
- Mentor and share best practices with the broader Customer Success team
- Advocate for product and process enhancements by acting as the "Voice of the Customer" and working cross-functionally to implement improvements
- Collaborate with senior leadership to support and execute key Customer Success initiatives
- Leverage your excellent presentation skills to influence customer behavior and showcase the impact of Vidyard in webinars, conferences, and other platforms
- Evangelize the benefits and value of our product and company
Application process
- We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted
Our take
Vidyard is a leading video platform for business, offering a comprehensive suite of tools for video messaging and hosting to drive more effective engagement with customers and prospects across sales, marketing, and customer service. Empowering businesses to deliver personalized video communications that boost interaction and conversion rates.
In recent years, Vidyard has experienced rapid growth, benefiting from the surge in remote work. Its customer base expanded by over 300% annually, and the platform now sees more than 4,500 new user sign-ups every day, marking a 60% year-over-year increase in user acquisition.
It continues to solidify its position as a leader and recently secured new funding. This funding will support its expansion of AI-powered tools like its hyper-realistic AI avatars. Alongside this, the company's recent integration with Salesloft highlights its growing focus on enhancing sales engagement, while its continued innovation positions it for future growth, with the goal of becoming a billion-dollar business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2024
$15m
LATE VC
Jan 2016
$35m
SERIES C
Total funding: $75.7m
Company 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
- 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 values
- Drive Change Together: We build trust through collaborative action, communicate constructively, act with urgency, and promote inclusivity and belonging in everything we do
- Relentlessly Resourceful: We turn every challenge into an opportunity. We leverage existing resources for innovative problem-solving, consistently drive efficiency, and embrace experimentation to push boundaries and achieve remarkable results
- Own It: We are accountable for our actions, taking ownership and responsibility in everything we do. We offer solutions and learn quickly from every experience. We work hard to ensure we're always pushing for the best possible outcome
- User Obsessed: We put our users at the heart of everything we do. By actively gathering and acting on feedback, fostering user relationships, and effectively communicating our value, we create exceptional experiences for our users
Company HQ
City Commercial Core, Kitchener, ON
Articles
Leadership
Michael Litt
(Co-Founder & CEO)Alongside Vidyard they are the co-founder and General Manager of Garage Capital as well as a Board Member at Quantum Valley Ideas Labs and an Advisor at Maropost.
Devon Galloway
(Co-Founder & CTO)Previously co-founded Redwoods Media, and is currently General Partner at Garage Capital.
Share this job
View 5 more jobs at Vidyard