Senior Customer Success Manager (Full Cycle)

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 100000 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.

About the Role

Vidyard is looking for a Senior Customer Success Manager Full Cycle to join our Customer Success team whose primary mission is to stabilize at-risk accounts and return them to health . Reporting to the Director Account Management you’ll lead diagnosis build and execute save plans and orchestrate cross-functional work to remove friction and restore value realization. You’ll be a critical part of our new de-risking motion with the opportunity to build the structure playbooks and strategy that scale this program.

You will also own the commercial renewal lifecycle (forecasting terms negotiation signatures) always in service of stabilizing the base. Once an account is healthy you’ll transition it to our Growth team for ongoing expansion. You’ll be supported by Vidyard’s Digital Customer Success motion with plays nurtures in-app engagement and automation (including AI-assisted programs) as well as collaborating with Support Product RevOps and Marketing to drive outcomes at scale.

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

About the Team

This role is part of the growing Account Management & Customer Success team which is responsible for driving adoption retention and growth post-sales. To increase focus and outcomes we’re introducing dedicated roles for risk mitigation and growth. The Full-Cycle CSM specializes in stabilizing at-risk accounts restoring value realization and owning the renewal; as accounts become healthy they are transitioned to a growth-led motion supported by a high touch account team for ongoing expansion. We work cross-functionally with Scaled Customer Success Sales Product Support RevOps and Marketing to remove friction fast and tie our work to key revenue outcomes.

What You’ll Do

• De-risk & recover accounts (core focus): triage risks run executive/champion alignment craft save plans and drive recovery to “healthy.”

• Build the motion: design and operationalize the de-risking program through defined structure playbooks metrics and strategy to scale stabilization and renewals.

• Create & execute success plans: align to customer goals and lifecycle stages; identify churn risks early and surface expansion opportunities to be pursued once stable.

• Learn the product end-to-end: guide customers through onboarding and adoption with a stabilization lens ensuring clear value realization and readiness for growth.

• Operationalize early warning & digital scale: monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives; champion a digital-first mindset using plays like nurtures in-app engagement and automations.

• Remove friction fast: collaborate with Support Product and Sales to address feedback and feature requests close the loop and reinforce value realization.

• Own renewals end-to-end: build renewal strategies manage terms/pricing run negotiations and procurement and secure on-time signatures all while maintaining crisp data-driven forecasts.

• Transition stabilized accounts to the Growth team (AM/CSM) with clear context to sustain momentum.

• Keep the system clean: maintain accurate notes health status and renewal pipeline/forecast in Salesforce.

• Contribute to our Digital CS roadmap: turn customer insights into journey maps automation strategies lifecycle content and playbooks that improve efficiency personalization and scale.

What You’ll Bring to this Role

• 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

Our Tech Stack

• Vidyard

• G Suite

• Salesforce

• Intercom

• Clay

• Gong

• Looker

• Metbase

• Statisfy

• Zendesk

• EverAfter

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 continuously explore new ways to improve and grow—both personally and professionally—including how you leverage AI and emerging technologies in your work.

• 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.

• Use AI Thoughtfully: You’re curious and proactive about adopting AI tools to work smarter increase impact and scale results—while understanding the importance of human judgment ethics and continuous learning.

At Vidyard we celebrate the intersection of creativity ambition AI-driven innovation and meaningful impact. If you’re ready to contribute to our mission of transforming communication—and thrive in a workplace that champions experimentation smart automation and customer obsession—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 $1500 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 $1500 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.