Enterprise Customer Success Manager

Summary

Join Vidyard's Customer Success team as an Enterprise Customer Success Manager and manage a portfolio of high-value, complex customers. Proactively engage with clients, collaborate with account management, and build strong relationships with diverse stakeholders. Act as a trusted advisor, advocate for product improvements, and drive customer engagement. This remote role, open to Canadian candidates, requires 5+ years of experience in customer-facing account management with a proven track record in managing complex enterprise accounts. You will mentor team members, analyze data to maximize customer value, and leverage presentation skills to influence customer behavior. Vidyard offers competitive pay and benefits, including flexible hours, unlimited vacation, and professional development opportunities.

Requirements

• 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

Responsibilities

• 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

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