Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
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 centre of all of our efforts.
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
Totango tracking
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 and Your New Team:
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
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:
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
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.
About the job
Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
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 centre of all of our efforts.
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
Totango tracking
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 and Your New Team:
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
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:
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
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.