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Customer Success Manager at Vidyard. . Location: Remote, Canada and US. 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 100,000 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 . Customer Success Manager. to join our team. . Reporting to the Director, Account Management. , 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 customer base. This includes managing and establishing senior-level relationships within your assigned book of business to build advocacy for Vidyard within our customers’ organizations while driving adoption. . . As part of a company that’s building AI-enabled products, we’re looking for someone who is comfortable using AI tools to enhance their own work and accelerate outcomes. You’ll be part of a culture that values experimentation, continuous learning, and finding smarter ways to solve problems.. . This is a remote role open to candidates located in Canada and the US.. . About the Team. . Our Customer Success team is built on 3 key pillars: Customer Success Management, Technical Services, and Launch Services. We work closely together to execute programs, processes, and playbooks that enable our customers to achieve success.. . What You’ll Work On. . . Assist with the implementation of Vidyard for new customers helping them to reach critical adoption milestones. . Regularly assess the health of customer accounts to highlight key opportunities and potential growth areas concerning 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. .   User nurture emails and new feature announcements. .   Surveys. . . Client services – Coordinate video migrations, account organization, custom development efforts and more.. . . As a Customer Success Manager You Can Expect to. . . Learn the Vidyard product top to bottom to ensure you can support customers in their video strategy . . Work with customers ranging from Series A startups to large industry players.. . Collaborate with departments like Sales, Customer Support, Product, Legal, Finance, Marketing. . Problem-solving complex customer needs to drive the best results for both the customer and for Vidyard. . Progress along individual contributor or leadership career paths depending on your career objectives. . . What You’ll Bring to This Role. . . 3+ years experience in a customer success or account management role . . Previous experience in a B2B SaaS environment is preferred. . Excellent problem solving skills. . High degree of resourcefulness, flexibility and adaptability. . Excellent verbal, written and interpersonal communication skills. . Experience managing relationships with multiple enterprise level accounts. . 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. . Curious and adaptable mindset, with hands-on experience using generative AI and automation tools (e.g., ChatGPT, Copilot, Zapier) to boost productivity, and sound judgment on when to lean on AI versus human insight.. . . Our Tech Stack. . . Vidyard. . G Suite. . Salesforce. . Gong. . Looker. . . . 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.. . 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 CAD per person per year for mental health services.. . 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 CAD, 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.