Senior Customer Success Manager - Remote

Overview

Vidyard is the leading provider of AI-powered video messaging, video hosting, sales prospecting, and buyer engagement solutions for modern revenue teams. Trusted by over 100,000 companies, Vidyard empowers go-to-market teams to connect with buyers in more personal, impactful ways at scale. From prospecting to post-sale, Vidyard helps businesses accelerate deal cycles, increase close rates, and humanize digital communication. With best-in-class AI-generated video tools, real-time engagement analytics, and AI-powered video workflows, Vidyard is redefining how companies grow revenue through video.

In Short

• Join Vidyard as a Senior Customer Success Manager.
• Own a strategic book of high-growth SMB and MM accounts.
• Drive customer adoption and achieve success with the Vidyard platform.
• Balance personalized engagement with scalable digital strategies.
• Manage relationships and serve as an advisor on video strategy.
• Collaborate with cross-functional teams to enhance customer experience.
• Contribute to the digital CS roadmap and design scaled programs.
• 5+ years of experience required in Customer Success or similar roles.
• Experience with CS tools such as Intercom and HubSpot preferred.
• Remote role open to candidates located in Canada.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role.
• Experience supporting SMB/Mid-Market customers at scale.
• Experience in digital success programs and automation.
• Excellent communication and project management skills.
• High degree of autonomy and resourcefulness.
• Comfort with ambiguity and a test-and-learn approach.
• Experience with CS tools such as Intercom, HubSpot, or Gainsight.

Benefits

• Flexible hours and unlimited vacation.
• Competitive salary and comprehensive benefits.
• Mental health support and wellness programs.
• Enhanced parental leave benefits.
• Paid volunteer hours for community support.
• Investment in professional development and growth.
• Flexibility to work from home or in-office in Kitchener, Ontario.