Customer Success Manager

Vidyard empowers every sales rep to perform like a top performer by bringing the power of personalized video outreach at scale. Through scalable solutions like AI Avatars and Video Messages, Vidyard enables reps to break through the noise, engage high-intent prospects, and accelerate deal velocity—all while helping sales teams gain more face-time with prospects and customers in a remote selling world. Join Vidyard and help us create the future of productive relationships between buyers and sellers!

About the Role

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. 

This is a remote role open to candidates located in Canada and the US.

About the Team

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.

What You’ll Work On

• 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 )

As a Customer Success Manager You Can Expect to:

• 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

What You’ll Bring to this Role and Your New Team:

• 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

Our Tech Stack

• Vidyard

• G Suite

• Salesforce

• Gong

• Looker

Will You Thrive at Vidyard?

At Vidyard, success comes from 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: You’re passionate about solving problems, delivering exceptional value, and ensuring our customers succeed with our products.

• Embrace Innovation: You think creatively, challenge the status quo, and seek new ways to improve and grow—both personally and professionally.

• Value Collaboration: You work effectively across teams, listen actively, and contribute to a supportive and inclusive environment (see our statement of dedication to DEIB here).

• Act with Urgency: You’re motivated, proactive, and thrive in a fast-paced, dynamic environment where priorities can shift quickly and change is expected.

• Take Ownership: You own your work, take responsibility for outcomes, and are proud of delivering results that drive impact.

• Strive for Excellence: You maintain high standards, are goal-oriented, and continuously push yourself and your teammates to do their best.

At Vidyard, we celebrate the intersection of creativity, ambition, and impact. If you’re ready to contribute to our mission of transforming communication and being part of a team that’s customer-focused, hardworking, and values-driven, Vidyard is the place for you.

Why You’ll Love Working at Vidyard

At Vidyard, we’re passionate about creating an environment where you can succeed—both personally and professionally. Here’s what you can look forward to:

• 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.

• Competitive Pay & Benefits: Start day one with a competitive salary and comprehensive, flexible benefits tailored to support you.

• 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 CAD 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 CAD, 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.

Come join a team where your best life meets your best work! 

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at recruitment@vidyard.com. Unsolicited resumes from Agencies will not be accepted.