Digital Customer Success Specialist

Summary

Join Vidyard's Customer Success team as a Digital Customer Success Specialist and lead the creation of AI-powered, tech-touch customer experiences. Collaborate with Marketing, Product, Sales, and CS teams to design and implement automated lifecycle journeys that boost product adoption and Net Revenue Retention (NRR). This role involves leveraging AI tools and predictive analytics to enhance customer engagement and shape the future of scaled customer success. You will design and lead AI-assisted lifecycle journeys, build predictive models, implement automation tools, and collaborate with cross-functional teams. The position requires a strong understanding of customer journey design, lifecycle automation, and experience with AI and automation tools. This remote role, open to Canadian candidates, offers the opportunity to significantly impact Vidyard's customer success strategies.

Requirements

• 5–7+ years in Customer Success, Lifecycle Marketing, Growth, or CS Ops within B2B SaaS, ideally supporting scaled or low-touch customer segments
• Strong understanding of customer journey design, lifecycle automation, and product-led growth strategies
• Proven ability to work with AI and automation tools (e.g., Drift AI, Intercom, OpenAI, Jasper, etc.) to enhance customer engagement
• Analytical mindset with experience in data interpretation, segmentation, health scoring, and experimentation
• Comfortable managing complex projects and collaborating cross-functionally with Product, Sales, and Marketing stakeholders
• A passion for innovation, efficiency, and leveraging technology to deliver meaningful customer outcomes at scale

Responsibilities

• Design and lead AI-assisted, tech-touch lifecycle journeys across onboarding, adoption, value realization, renewal, and expansion
• Own the strategy and execution of digital-first, scalable customer engagement using tools like in-app messaging, email, chatbots, and virtual CSMs
• Build predictive models and customer health scoring frameworks using product usage, sentiment, and engagement data
• Implement automation and AI tools to trigger proactive outreach, customer education, and expansion plays based on behavior or intent signals
• Collaborate with Marketing, Product, and Enablement to build self-serve onboarding resources, content tracks, and community programs
• Lead tooling decisions and tech stack integration for scaled CS, including platforms like Totango, Catalyst, ChurnZero, or emerging AI-native CS tools
• Define and track performance metrics for scaled CS programs, including engagement, adoption, NRR lift, and cost-to-serve improvements
• Partner with RevOps and Sales to refine account routing logic, optimize pooled CS coverage, and reduce manual intervention through automation
• Onboard quickly by auditing current processes and tools, identifying quick wins for automation, and launching initial pilot programs within 60–90 days
• Iterate continuously on program design based on data, feedback, and AI-driven insights, with the goal of doubling the reach and efficiency of our CS efforts by end of year one

Benefits

• 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