Senior Customer Success Manager, Vidyard
Full Cycle
+ 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 Success, Account Management, or a customer-facing SaaS role, with proven commercial renewal/negotiation ownership
- A track record of stabilizing at-risk books: diagnosing risk, aligning senior stakeholders, and executing save plans
- Strength with digital/automated CS programs and data-driven prioritization
- Excellent communication, project management, and stakeholder engagement skills
- Resourceful, adaptable, comfortable with ambiguity, and effective cross-functionally in fast-moving environments
- Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight
What the job involves
- Vidyard is looking for a Senior Customer Success Manager, Full Cycle to join our Customer Success team whose primary mission is to stabilize at-risk accounts and return them to health
- Reporting to the Director, Account Management, you’ll lead diagnosis, build and execute save plans, and orchestrate cross-functional work to remove friction and restore value realization
- You’ll be a critical part of our new de-risking motion with the opportunity to build the structure, playbooks, and strategy that scale this program
- You will also own the commercial renewal lifecycle (forecasting, terms, negotiation, signatures), always in service of stabilizing the base
- Once an account is healthy, you’ll transition it to our Growth team for ongoing expansion
- You’ll be supported by Vidyard’s Digital Customer Success motion with plays, nurtures, in-app engagement, and automation (including AI-assisted programs) as well as collaborating with Support, Product, RevOps, and Marketing to drive outcomes at scale
- This role is part of the growing Account Management & Customer Success team, which is responsible for driving adoption, retention, and growth post-sales
- To increase focus and outcomes, we’re introducing dedicated roles for risk mitigation and growth
- The Full-Cycle CSM specializes in stabilizing at-risk accounts, restoring value realization, and owning the renewal; as accounts become healthy, they are transitioned to a growth-led motion supported by a high touch account team for ongoing expansion
- We work cross-functionally with Scaled Customer Success, Sales, Product, Support, RevOps, and Marketing to remove friction fast and tie our work to key revenue outcomes
- De-risk & recover accounts (core focus): triage risks, run executive/champion alignment, craft save plans, and drive recovery to “healthy.”
- Build the motion: design and operationalize the de-risking program through defined structure, playbooks, metrics, and strategy to scale stabilization and renewals
- Create & execute success plans: align to customer goals and lifecycle stages; identify churn risks early and surface expansion opportunities to be pursued once stable
- Learn the product end-to-end: guide customers through onboarding and adoption with a stabilization lens, ensuring clear value realization and readiness for growth
- Operationalize early warning & digital scale: monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives; champion a digital-first mindset using plays like nurtures, in-app engagement, and automations
- Remove friction fast: collaborate with Support, Product, and Sales to address feedback and feature requests, close the loop, and reinforce value realization
- Own renewals end-to-end: build renewal strategies, manage terms/pricing, run negotiations and procurement, and secure on-time signatures, all while maintaining crisp, data-driven forecasts
- Transition stabilized accounts to the Growth team (AM/CSM) with clear context to sustain momentum
- Keep the system clean: maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce
- Contribute to our Digital CS roadmap: turn customer insights into journey maps, automation strategies, lifecycle content, and playbooks that improve efficiency, personalization, and scale
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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