Senior Customer Success Manager

Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Biotechnology, AI, Sales Technology, Marketing TechnologyIndustries

Requirements

Candidates should have 5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role, with experience supporting SMB/Mid-Market customers at scale, ideally in a PLG or high-volume B2B environment. Experience in digital success programs, automation, lifecycle engagement, and community building is required, along with excellent communication, project management, and stakeholder engagement skills. A high degree of autonomy, resourcefulness, systems thinking, and adaptability are also necessary, as is comfort with ambiguity and a test-and-learn approach to program building. Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight is preferred.

Responsibilities

The Senior Customer Success Manager will own a strategic book of high-growth SMB and MM accounts, working directly with customers to help them realize value, drive adoption, and achieve success with the Vidyard platform. They will also help build and execute scalable programs and automation to enhance the customer experience for the broader customer base. This role involves guiding customers through onboarding, adoption, and growth, balancing strategic 1:1 planning with scalable 1:many digital initiatives, and managing a book of high-potential customers by building trusted relationships, sharing best practices, and serving as an advisor. Responsibilities include creating and executing success plans, identifying churn risks, surfacing expansion opportunities, collaborating cross-functionally with Support, Product, and Sales, and contributing to Vidyard’s digital CS roadmap through customer insights, journey mapping, automation strategy, lifecycle content, and playbooks. The role also involves designing and executing scaled programs and tracking digital engagement signals to optimize personalization and program impact.

Skills

Customer Success

Account Management

Customer Retention

Customer Adoption

Sales Prospecting

Video Messaging

AI-powered Video

Digital Communication

Customer Engagement

Scalable Programs

Automation

Customer Experience

Cross-functional Collaboration

Vidyard

Online video platform for business communication

About Vidyard

Vidyard provides an online video platform tailored for businesses to create, host, and share videos aimed at enhancing marketing, sales, corporate communications, and customer support. The platform includes tools for recording and managing videos efficiently, with features for secure sharing such as passcodes and Single Sign-On (SSO). This allows companies to safely distribute video content both internally and externally. Vidyard caters to a diverse range of clients, including marketing teams and sales professionals, helping them to connect with customers and close deals more effectively through video. The company operates on a subscription model, offering various features that can be customized to meet specific client needs, while also providing free tools to attract new users. Vidyard's goal is to improve business communication strategies through video, ultimately driving higher engagement and better results.

Kitchener, CanadaHeadquarters

2011Year Founded

$73.6MTotal Funding

LATE_VCCompany Stage

Consumer Software, Enterprise SoftwareIndustries

201-500Employees