Remote Enterprise Customer Success Manager

Summary

Join Vidyard as an Enterprise Customer Success Manager, managing high-value customers, building relationships, and driving customer engagement.

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

• 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
• Home office stipend