Senior Customer Success Manager, Full Cycle

September 18

Apply Now

Receive Emails with Similar Jobs

Vidyard

WebsiteLinkedInAll Job Openings

SaaS • B2B • Marketing

Vidyard is a video platform designed to assist businesses in engaging with customers through personalized videos, video hosting, and AI-powered sales outreach tools. The platform offers features like Vidyard Video Messages, Vidyard Hosting, and Vidyard Prospector, enabling users to create and manage video content for sales and marketing purposes. Vidyard integrates with major platforms such as Salesforce, LinkedIn, and SalesLoft, and is used to improve sales pipelines and internal communications. The company's tools are aimed at enhancing response rates and closing deals by providing robust video analytics and personalized buyer engagement solutions.

201 - 500 employees

Founded 2010

☁️ SaaS

🤝 B2B

💰 $15M Debt Financing on 2019-12

📋 Description

• Stabilize at-risk accounts and return them to health by diagnosing risks, building and executing save plans, and orchestrating cross-functional work • Own the commercial renewal lifecycle: forecasting, terms, negotiation, signatures; secure on-time signatures and maintain data-driven forecasts • Build and operationalize the de-risking program through structure, playbooks, metrics, and strategy • Create and execute success plans aligned to customer goals and lifecycle stages; identify churn risks and surface expansion opportunities • Learn product end-to-end and guide customers through onboarding and adoption with a stabilization lens • Monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives • Collaborate with Support, Product, RevOps, and Marketing to remove friction and close the loop on feedback and feature requests • Transition stabilized accounts to the Growth team with clear context • Maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce • Contribute to Digital CS roadmap by turning customer insights into journey maps, automations, lifecycle content, and playbooks

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role, with proven commercial renewal/negotiation ownership • A track record of stabilizing at-risk books: diagnosing risk, aligning senior stakeholders, and executing save plans • Strength with digital/automated CS programs and data-driven prioritization • Excellent communication, project management, and stakeholder engagement skills • Resourceful, adaptable, comfortable with ambiguity, and effective cross-functionally in fast-moving environments • Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight

🏖️ Benefits

• Work-life Integration: flexible hours and unlimited vacation; programs support working from anywhere • Competitive Pay & Benefits: competitive salary and comprehensive, flexible benefits; RRSP match and stock options included following completion of your probationary period • Wellness Your Way: flexible spending accounts • Mental Health Support: access to Inkblot and $1,500 per person per year for mental health services • Parental Leave Top-Up: enhanced parental leave benefits • Paid volunteer hours • Employee Resource Groups (ERGs) • Professional Development: regular performance reviews, individual development plans and annual $1,500 allowance for professional development • Workspace Flexibility: remote-first with optional Kitchener, Ontario collaboration space; occasional in-person meetings and events