Who you are

• As part of a company that’s building AI-enabled products, we’re looking for someone who is comfortable using AI tools to enhance their own work and accelerate outcomes
• 3+ years experience in a customer success or account management role
• Previous experience in a B2B SaaS environment is preferred
• Excellent problem solving skills
• High degree of resourcefulness, flexibility and adaptability
• Excellent verbal, written and interpersonal communication skills
• Experience managing relationships with multiple enterprise level accounts
• Ability to discuss business needs and goals with all levels of customers
• Ability to learn quickly in a fast paced environment and balance multiple projects
• Curious and adaptable mindset, with hands-on experience using generative AI and automation tools (e.g., ChatGPT, Copilot, Zapier) to boost productivity, and sound judgment on when to lean on AI versus human insight

What the job involves

• Vidyard is looking for a Customer Success Manager to join our team. Reporting to the Director, Account Management, you will ensure customers gain the full value of the Vidyard platform throughout their entire lifecycle by being the main point of contact for small to medium key accounts customers in our customer base
• This includes managing and establishing senior-level relationships within your assigned book of business to build advocacy for Vidyard within our customers’ organizations while driving adoption
• You’ll be part of a culture that values experimentation, continuous learning, and finding smarter ways to solve problems
• Our Customer Success team is built on 3 key pillars: Customer Success Management, Technical Services, and Launch Services. We work closely together to execute programs, processes, and playbooks that enable our customers to achieve success
• Assist with the implementation of Vidyard for new customers helping them to reach critical adoption milestones
• Regularly assess the health of customer accounts to highlight key opportunities and potential growth areas concerning video
• Serve as the customer advocate to ensure product feedback is passed to the development team
• Work with the technical support team to ensure customer issues are addressed, and support materials are accessible
• Share best practices and strategies for managing, publishing, optimizing and tracking video content
• Help to create, manage and implement customer success initiatives (coordinate with other teams as required), including:
• Customer newsletters
• User nurture emails and new feature announcements
• Surveys
• Client services – Coordinate video migrations, account organization, custom development efforts and more
• Learn the Vidyard product top to bottom to ensure you can support customers in their video strategy
• Work with customers ranging from Series A startups to large industry players
• Collaborate with departments like Sales, Customer Support, Product, Legal, Finance, Marketing
• Problem-solving complex customer needs to drive the best results for both the customer and for Vidyard
• Progress along individual contributor or leadership career paths depending on your career objectives
• Our Tech Stack: Vidyard, G Suite, Salesforce, Gong, Looker

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