Customer Success Team Lead, Vidyard
+ Stock options included following completion of your probationary period
Video tools for virtual sales & marketing teams
Be an early applicant
Video tools for virtual sales & marketing teams
201-500 employees
Be an early applicant
+ Stock options included following completion of your probationary period
201-500 employees
Company mission
To help businesses succeed through the power of video.
Role
Who you are
- 5+ years of experience in customer success or account management within a B2B SaaS environment
- 1+ years of experience coaching or mentoring peers, ideally in a player-coach or team lead capacity
- Proven success stabilizing at-risk accounts, driving adoption, and managing renewals end-to-end
- Strength with digital and automated CS programs, and comfort using data to drive prioritization and decisions
- Excellent communication, project management, and stakeholder engagement skills
- Resourceful, adaptable, and effective cross-functionally in fast-moving or ambiguous environments
- A passion for helping customers achieve measurable outcomes - and helping others grow in the process
What the job involves
- Vidyard is looking for a Team Lead, Customer Success to join our Customer Success Team. In this player-coach role, you’ll manage a partial book of Full-Cycle (Save) accounts while supporting and enabling a broader team of Customer Success Managers across both Save and Growth motions
- Reporting to the Director, Account Management, you’ll drive execution, consistency, and coaching across the Customer Success organization. You’ll help stabilize accounts at risk, scale best practices for adoption and value realization, and guide the CSM team to deliver measurable retention outcomes
- You’ll also partner closely with Account Managers - who own commercial expansion and renewals on healthy accounts - to ensure customers experience a seamless handoff from stabilization to growth
- Vidyard’s Customer Success team ensures customers realize the full value of the Vidyard platform across the entire post-sale journey. Our model combines:
- Full-Cycle (Save) CSMs, who diagnose and stabilize at-risk accounts and manage full renewals for their book
- Growth CSMs, who deepen adoption, drive value realization, and prepare customers for expansion in partnership with Account Managers
- As a Team Lead, you’ll sit at the intersection of both motions - ensuring smooth transitions, aligned strategy, and consistent delivery across the team
- Manage a Small CSM Team: Provide structure, mentorship, and operational support to 3 CSMs. Coach CSMs on playbook execution, customer engagement, and retention strategies. Partner with the Director of Account Management to define team goals, identify development needs, and align performance to business outcomes
- Own a Partial Book of Customers (Full-Cycle): Manage a set of at-risk or strategic accounts end-to-end - from diagnosis through stabilization and renewal. Execute save plans, drive adoption, and coordinate cross-functional efforts to restore measurable value realization
- Scale Retention Through Team Coaching: Identify patterns across accounts and coach the team to improve consistency and execution. Build playbooks, metrics, and enablement programs that raise the bar for customer engagement, adoption, and retention
- Partner Cross-Functionally: Work closely with Account Managers on handoffs between Save and Growth motions, ensuring alignment on account health and customer context. Collaborate with Support, Product, Scaled CS, and RevOps to identify friction points and translate customer insights into operational improvements
- Operationalize Success: Define, track, and share key metrics related to customer health, retention, and team performance. Partner with leadership to improve visibility into leading indicators and drive data-informed decision-making
- Our Tech Stack:
- Vidyard
- G Suite
- Salesforce
- HubSpot
- Intercom
- Clay
- Gong
- Looker
- Metabase
- Statisfy
- Zendesk
- EverAfter
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
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2024
$15m
LATE VC
Jan 2016
$35m
SERIES C
Total funding: $75.9m
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 HQ
City Commercial Core, Kitchener, ON
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.
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