[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Vidyard is the leading provider of AI-powered video messaging and engagement solutions for modern revenue teams. They are seeking a Senior Customer Success Manager to drive adoption, value realization, and account health across mid-market and enterprise accounts, focusing on building relationships and ensuring customers achieve real business value from their products.ResponsibilitiesOwn a book of Mid-Market and Enterprise accounts, serving as the primary relationship owner and trusted advisor throughout the post-sale customer lifecycleLead customer onboarding, enablement, and training to build a strong foundation from day one. You'll ensure customers are set up for success and deliver ongoing enablement that drives meaningful product adoptionDrive adoption and value realization by building and executing tailored success plans aligned to each customer's business goals, tracking progress, and adjusting your approach as neededMonitor customer health indicators proactively, identifying risk signals early and leading intervention strategies to stabilize accounts before they become churn threats. You'll document churn drivers, build save plans for at-risk accounts, and own the de-risking motion for your bookPartner closely with Account Management by providing customer context, health insights, and usage data that inform renewal and expansion conversations. You will not own renewals or carry a commercial target in this role, but your insights will directly shape commercial outcomesConduct strategic touch points, such as QBRs and EBRs, presenting ROI and value narratives that reinforce the customer's investment in VidyardCoordinate cross-functionally with Account Management, Support, Product, and RevOps to unblock customer issues, surface product feedback, and connect customers with the right resourcesServe as a voice of the customer internally, translating customer feedback into actionable insights for Product, Marketing, and leadershipContribute to the development of playbooks, templates, and scalable processes that strengthen the overall CS function, and mentor other team members as a senior voice on the teamUse AI and automation tools to work smarter across your book, from preparing for customer calls to analyzing usage trends and personalizing outreach at scaleIdentify opportunities to embed AI into CS workflows and processes, enabling faster, more scalable execution and sharing what works with the broader teamSkills3-5+ years of experience in a Customer Success, Account Management, or similar customer-facing role in B2B SaaS, with a demonstrated ability to manage complex, multi-stakeholder accountsStrong strategic thinking and communication skills. You can translate customer goals into actionable success plans, tell a compelling value story in a EBR, and navigate tough conversations with empathy and confidenceA proactive, ownership-driven mindset. You don't wait for a red flag to show up in a dashboard; you're already two steps ahead, anticipating risk and building the plan to address itExperience working cross-functionally with Sales, Product, Support, and Operations teams. You know how to pull the right levers internally to get customers what they needHands-on experience using generative AI and automation tools to boost productivity, and sound judgment on when to lean on AI versus human insightA genuine curiosity about customers and the problems they're solving. You care about outcomes, not just activity. You bring energy, resourcefulness, and a collaborative spirit that aligns with Vidyard's values of ownership, user obsession, and driving change togetherBenefitsRemote-first flexibilityUnlimited vacationOption to work abroad for up to 90 days each yearComprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period)Flexible spending accounts$1,500 annually for mental health support through InkblotParental Leave Top-Up$1,500 annual allowance, mentorship, and regular review cycles to support your professional developmentPaid volunteer hoursEmployee Resource Groups to champion inclusion and communityRemote-first with the option to collaborate in our office space in Kitchener, OntarioCompany OverviewVidyard is a video marketing platform, enabling customers to derive information on viewer-behavior for marketing automation systems and CRM. It was founded in 2011, and is headquartered in Kitchener, Ontario, CAN, with a workforce of 201-500 employees. Its website is http://vidyard.com.