Enterprise Customer Success Manager

Job description

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

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.

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.

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 (RRSP match and stock options included following completion of your probationary period)
• 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 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, 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 [email protected]. Unsolicited resumes from Agencies will not be accepted.