Enterprise Customer Success Manager

At Vidyard, we make life easier for sellers, marketers and corporate communicators. Our video messaging tools, digital sales room platform, and other products are used by Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

About the Role

We are seeking an experienced Enterprise Customer Success Manager to join our team. In this role, you will own and manage a portfolio of high-value, complex customers, ensuring they receive maximum value from Vidyard’s offerings. You’ll proactively engage with customers, collaborate with account management, and build influential relationships across diverse stakeholders. You’ll act as a trusted advisor, advocate for product improvements, and drive customer engagement at the highest level.

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

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

• Own and manage a portfolio of high-value, complex enterprise customers, acting as their strategic business partner.
• Proactively address at-risk customers, mitigating churn by engaging with them at critical points in the customer lifecycle.
• Collaborate with cross-functional account teams to drive customer engagement and ensure value realization.
• Build and maintain influential relationships with customers with highly complex use cases, from end users to executive sponsors, to ensure a best-in-class customer experience.
• Actively monitor adoption, analyze data/metrics/industry trends, and develop strategies that maximize the value customers derive from Vidyard.
• Mentor and share best practices with the broader Customer Success team.
• Advocate for product and process enhancements by acting as the "Voice of the Customer" and working cross-functionally to implement improvements.
• Collaborate with senior leadership to support and execute key Customer Success initiatives.
• Leverage your excellent presentation skills to influence customer behavior and showcase the impact of Vidyard in webinars, conferences, and other platforms.
• Evangelize the benefits and value of our product and company.

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

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

What You’ll Love about Vidyard:

• Competitive pay
• Comprehensive, flexible benefits on day one*
• Wellness allowance to spend on what's important to you 
• Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life
• Access to Inkblot, a digital mental health platform + $1,500/person/year for mental health coverage*
• Allowance to support your ongoing growth and development
• Parental leave top-up
• Paid volunteer hours
• Employee resource groups to empower and drive change at Vidyard and in our communities
• RRSP match*
• Stock options
• Flexible holiday program
• Home office stipend 
• Flexibility to work in the place that brings out your best: whether you thrive in the comfort of your home office, or are local to, and prefer the energy of our collaboration space in Kitchener, Ontario, Canada, there is flexibility for all. Although we default to remote-first there will be occasional in-person meetings/events purposefully designed for connection and collaboration.

*Benefits described are Canadian specific, if you’re located in another country our People team will speak with you about localized benefits for you.

We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted.

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at [email protected].