Enterprise Customer Success Manager

Employment Type: [Not Specified] Location Type: Remote (Canada) Salary: [Not Specified]

Position Overview

Vidyard empowers sales representatives to achieve top performance through personalized video outreach at scale. Leveraging solutions like AI Avatars and Video Messages, Vidyard helps sales teams cut through the noise, engage high-intent prospects, and accelerate deal velocity, enabling more face-time with prospects and customers in a remote selling environment. Join Vidyard and help shape the future of productive buyer-seller relationships.

About the Role

We are seeking an experienced Enterprise Customer Success Manager to manage a portfolio of high-value, complex customers. This role involves ensuring customers maximize value from Vidyard's offerings, proactively engaging with them, collaborating with account management, and building influential relationships with diverse stakeholders. You will act as a trusted advisor, advocate for product improvements, and drive customer engagement at the highest level.

About the Team

The Customer Success team comprises Customer Success Management, Technical Services, and Launch Services. We collaborate closely to execute programs, processes, and playbooks that ensure customer success.

Responsibilities

• Customer Portfolio Management: Own and manage a portfolio of high-value, complex enterprise customers, serving as their strategic business partner.
• Churn Mitigation: Proactively address at-risk customers and mitigate churn by engaging at critical points in the customer lifecycle.
• Cross-functional Collaboration: Partner with cross-functional account teams to drive customer engagement and ensure value realization.
• Relationship Building: Build and maintain influential relationships with customers who have highly complex use cases, from end users to executive sponsors, ensuring a best-in-class customer experience.
• Adoption and Strategy: Actively monitor adoption, analyze data, metrics, and industry trends to develop strategies that maximize customer value from Vidyard.
• Mentorship: Mentor and share best practices with the broader Customer Success team.
• Voice of the Customer: Advocate for product and process enhancements by acting as the "Voice of the Customer" and collaborating cross-functionally to implement improvements.
• Leadership Collaboration: Work with senior leadership to support and execute key Customer Success initiatives.
• Influence and Presentation: Leverage excellent presentation skills to influence customer behavior and showcase Vidyard's impact in webinars, conferences, and other platforms.
• Evangelism: Promote the benefits and value of our product and company.

Requirements

• Experience: 5+ years in customer-facing account management roles with a proven track record of success in managing complex, enterprise-level accounts.
• Sales Background: Experience in sales or sales development.
• SaaS Experience: Previous experience in a B2B SaaS environment.
• Relationship Management: Experience developing high-value, multi-threaded relationships to drive retention and growth.
• Commercial Acumen: Strong problem-solving, negotiation, and commercial skills.
• Adaptability: High degree of resourcefulness, flexibility, and adaptability in fast-paced environments.
• Communication Skills: Excellent verbal, written, and interpersonal communication skills, with the ability to lead data-driven discussions on business needs, organizational goals, and solutions with customers at all levels.
• Learning Agility: Passion for learning quickly in a fast-paced, often ambiguous environment.

Will You Thrive at Vidyard?

Vidyard values individuals who align with our core values, embrace challenges, and contribute to our high-performing, customer-obsessed culture. You'll thrive here if you:

• Put Customers First: Are passionate about solving problems, delivering exceptional value, and ensuring customer success with our products.
• Embrace Innovation: Think creatively, challenge the status quo, and seek new ways to improve and grow—personally and professionally.
• Value Collaboration: Work effectively across teams, listen actively, and contribute to a collaborative environment.