Customer Success Manager (Remote)

Customer Success Manager | Vidyard | Canada

At Vidyard, we make life easier for sellers, marketers, and corporate communicators. Our video messaging tools, digital sales room platform, and other products are used by Microsoft, LinkedIn, and thousands of other companies. We’re passionate about elevating our customers, our teammates, our communities, and ourselves.

About the Role

Vidyard is looking for a Customer Success Manager to join our Customer Success team. Reporting to the Manager, Customer Success, 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. This is a remote role open to candidates located in Canada.

About the Team

This role will sit on our team of 6 CSMs and CSAs, working with a varied customer portfolio across North America and EMEA. We work to ensure the fastest possible time to value for our customers after they have purchased a Vidyard solution, as well as to ensure our customers continue to receive value from their investment over the life of our partnership. We are accountable for delivering predictable results to our business, acting as the voice of the customer within the company, and putting the customer at the center of all of our efforts.

What You’ll Work On

1. Assist with the implementation of Vidyard for new customers helping them to reach critical adoption milestones.
2. Regularly assess the health of customer accounts to highlight key opportunities and potential growth areas concerning video.
3. Serve as the customer advocate to ensure product feedback is passed to the development team.
4. Work with the technical support team to ensure customer issues are addressed, and support materials are accessible.
5. Share best practices and strategies for managing, publishing, optimizing and tracking video content.
6. Help to create, manage and implement customer success initiatives (coordinate with other teams as required), including:
1. Customer newsletters
2. Totango tracking
3. User nurture emails and new feature announcements
4. Surveys
5. Client services – Coordinate video migrations, account organization, custom development efforts and more.

As a Customer Success Manager You Can Expect to:

1. Learn the Vidyard product top to bottom to ensure you can support customers in their video strategy.
2. Work with customers ranging from Series A startups to large industry players.
3. Collaborate with departments like Sales, Customer Support, Product, Legal, Finance, Marketing.
4. Problem-solve complex customer needs to drive the best results for both the customer and for Vidyard.
5. Progress along individual contributor or leadership career paths depending on your career objectives.

What You’ll Bring to this Role and Your New Team:

1. 3+ years experience in a customer success or account management role.
2. Previous experience in a B2B SaaS environment is preferred.
3. Excellent problem-solving skills.
4. High degree of resourcefulness, flexibility and adaptability.
5. Excellent verbal, written and interpersonal communication skills.
6. Experience managing relationships with multiple enterprise-level accounts.
7. Ability to discuss business needs and goals with all levels of customers.
8. Ability to learn quickly in a fast-paced environment and balance multiple projects.

Our Tech Stack

Vidyard, G Suite, Salesforce, Totango, Gong, Looker.

Job descriptions can be overwhelming. At Vidyard, we are motivated to drive change together and deeply value the unique experiences, abilities, and opinions you possess, so if this role sounds like your next adventure, but you don’t feel entirely qualified, apply! We value candidates who own it, and if you’re relentlessly resourceful too, you might be exactly who we are looking for.

As we also value user obsession, we prioritize our users, customers, and community so you can expect to hear from our team even if you are not selected to move forward.

What You’ll Love About Vidyard:

1. Competitive pay.
2. Comprehensive, flexible benefits on day one.
3. Wellness allowance to spend on what’s important to you.
4. Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life.
5. Access to Inkblot, a digital mental health platform +$1,500/person/year for mental health coverage.
6. Allowance to support your ongoing growth and development.
7. Parental leave top-up.
8. Paid volunteer hours.
9. Employee resource groups to empower and drive change at Vidyard and in our communities.
10. RRSP match.
11. Stock options.
12. Flexible holiday program.
13. Home office stipend.
14. Flexibility to work in the place that brings out your best: whether you thrive in the comfort of your home office, or are local to, and prefer the energy of our collaboration space in Kitchener, Ontario, Canada, there is flexibility for all. Although we default to remote-first there will be occasional in-person meetings/events purposefully designed for connection and collaboration.

Benefits described are Canadian specific.

We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted. Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at recruitment@vidyard.com.

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