Customer Success Manager

Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

Vidyard is looking for a Customer Success Manager to join our Customer Success team. Reporting to the Director, Customer Success, 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 Tier 3 customer base. This includes managing the commercials and financials surrounding the annual renewals with price increases and negotiating on multi-year terms while establishing senior-level relationships within your assigned book of business to build advocacy for Vidyard within our customers’ organizations. 

About the Team

Our Customer Success team consists of 20 customer success professionals and leaders. This role will sit on our mid-market team of 6 CSMs, working with a varied customer portfolio across North America. We work to ensure the fastest possible time to value for our customers after they have purchased a Vidyard solution, as well as to ensure our customers continue to receive value from their investment over the life of our partnership. We are accountable for delivering predictable results to our business, acting as the voice of the customer within the company, and putting the customer at the centre of all of our efforts.

• Partner with the Implementation Manager on the  implementation of Vidyard for new customers helping them to reach critical adoption milestones
• Keep track of customer engagement within the platform to highlight key opportunities and potential growth areas with respect to 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
•   Custom enablement and re-enablement programs for customers
•   User nurture emails and new feature announcements
•   Surveys
• Client services – Coordinate video migrations, account organization, custom development efforts and more 

• Post-secondary education in a related business, communications or technical discipline
• 3+ years experience in a customer facing account management or renewals focused role
• Experience managing relationships with multiple enterprise level accounts
• Excellent problem solving skills
• High degree of resourcefulness, flexibility and adaptability
• Excellent verbal, written and interpersonal communication skills
• 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
• Previous experience in a B2B SaaS environment is preferred
• Experience with HTML, CSS or JavaScript is a bonus

• Vidyard
• G Suite
• Salesforce
• Totango
• Gong
• Looker

Job descriptions can be overwhelming. We are all aboard at Vidyard and deeply value the unique experiences, abilities and opinions you possess, so if this role sounds like your next adventure, but you don’t feel entirely qualified, apply! We value candidates who own it, and if you’re relentlessly resourceful too, you might be exactly who we are looking for. 

As we also value direct and transparent communication, you can expect to hear from our team even if you are not selected to move forward.

• 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

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

Remote @ Vidyard:

As a video-centric organization, Vidyard has mastered the art of remote work. Whether you are local to our collaboration space in Kitchener, Ontario, Canada, or you join us from elsewhere, you will be an integral part of the team.

Vidyard is dedicated to ensuring all Vidyardians have an opportunity to:

• Level up their home office/workspace. 
• Socialize purposefully within teams as well as across the organization. 
• Enjoy a flexible work schedule. We know your time is valuable, so own your work in a way that best suits your lifestyle.

We believe working remotely shouldn’t cause any barriers, so from onboarding to day-to-day operations, your colleagues and leaders are only as far as a *virtual* tap on the shoulder away.

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].