Digital Customer Success Specialist, Vidyard
AI & Operations
Plus stock options included following completion of your probationary period
More information about location
Video tools for virtual sales & marketing teams
Job no longer available
Video tools for virtual sales & marketing teams
201-500 employees
Job no longer available
Plus stock options included following completion of your probationary period
More information about location
201-500 employees
Company mission
To help businesses succeed through the power of video.
Role
Who you are
- We believe this role is perfect for someone who’s excited to blend strategic customer thinking with technical fluency—and who’s ready to reimagine customer engagement in the age of AI
- 5–7+ years in Customer Success, Lifecycle Marketing, Growth, or CS Ops within B2B SaaS, ideally supporting scaled or low-touch customer segments
- Strong understanding of customer journey design, lifecycle automation, and product-led growth strategies
- Proven ability to work with AI and automation tools (e.g., Drift AI, Intercom, OpenAI, Jasper, etc.) to enhance customer engagement
- Analytical mindset with experience in data interpretation, segmentation, health scoring, and experimentation
- Comfortable managing complex projects and collaborating cross-functionally with Product, Sales, and Marketing stakeholders
- A passion for innovation, efficiency, and leveraging technology to deliver meaningful customer outcomes at scale
- 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 seek new ways to improve and grow—both personally and professionally
- 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
- At Vidyard, we celebrate the intersection of creativity, ambition, and impact. If you’re ready to contribute to our mission of transforming communication and being part of a team that’s customer-focused, hardworking, and values-driven, Vidyard is the place for you
What the job involves
- Vidyard is seeking a Digital Customer Success Specialist to join our Customer Success team
- Reporting to the Senior Director, Customer Success , you’ll play a key role in building and leading a digital-first, AI-powered tech-touch customer experience that delivers personalized engagement at scale
- In this role, you’ll collaborate closely with teams across Marketing, Product, Sales, and CS to design and implement automated, AI-enhanced lifecycle journeys that drive product adoption, improve Net Revenue Retention (NRR), and deliver early and ongoing value to our customers
- This is an opportunity to shape the future of how we deliver scaled customer success by integrating cutting-edge AI tools and predictive analytics into our customer lifecycle programs
- Our Customer Success team is a dynamic group of customer advocates, lifecycle strategists, and solutions partners. Together, we are responsible for driving customer retention, satisfaction, and growth across our customer base by delivering value through both high-touch and tech-touch strategies
- We’re passionate about customer outcomes, automation, and working cross-functionally to scale our impact
- Led by our Senior Director of Customer Success, we are currently focused on expanding our scaled CS programs, modernizing customer journeys, and embedding AI into how we engage, support, and grow our customers
- Design and lead AI-assisted, tech-touch lifecycle journeys across onboarding, adoption, value realization, renewal, and expansion
- Own the strategy and execution of digital-first, scalable customer engagement using tools like in-app messaging, email, chatbots, and virtual CSMs
- Build predictive models and customer health scoring frameworks using product usage, sentiment, and engagement data
- Implement automation and AI tools to trigger proactive outreach, customer education, and expansion plays based on behavior or intent signals
- Collaborate with Marketing, Product, and Enablement to build self-serve onboarding resources, content tracks, and community programs
- Lead tooling decisions and tech stack integration for scaled CS, including platforms like Totango, Catalyst, ChurnZero, or emerging AI-native CS tools
- Define and track performance metrics for scaled CS programs, including engagement, adoption, NRR lift, and cost-to-serve improvements
- Partner with RevOps and Sales to refine account routing logic, optimize pooled CS coverage, and reduce manual intervention through automation
- Onboard quickly by auditing current processes and tools, identifying quick wins for automation, and launching initial pilot programs within 60–90 days
- Iterate continuously on program design based on data, feedback, and AI-driven insights, with the goal of doubling the reach and efficiency of our CS efforts by end of year one
- You’ll work with technologies like:
- Totango, Catalyst, ChurnZero, Statisfy, Velaris, and other CS platforms
- OpenAI, Jasper, Drift, Intercom, Salesloft
- Google Workspace, Zapier, HubSpot, Salesforce
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 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 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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