Senior Customer Success Manager

OverviewSenior Customer Success Manager (Full Cycle) at Vidyard. 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 helps go-to-market teams connect with buyers in personal, impactful ways at scale, from prospecting to post-sale. The Senior Customer Success Manager, Full Cycle, reports to the Director, Account Management and focuses on stabilizing at-risk accounts, returning them to health, and owning the commercial renewal lifecycle.You will build and execute save plans, orchestrate cross-functional work to remove friction, and design the structure, playbooks, and strategy for a scalable de-risking motion. You will also transition healthy accounts to the Growth team for ongoing expansion and collaborate with Support, Product, RevOps, and Marketing to drive outcomes at scale. This is a remote role open to candidates in Canada or the United States.What You’ll DoDe-risk & recover accounts (core focus): triage risks, align executives and champions, craft save plans, and drive recovery to healthy.Build the de-risking motion: design and operationalize the program with structure, playbooks, metrics, and scalable strategies for stabilization and renewals.Create & execute success plans: align to customer goals and lifecycle stages; identify churn risks early and surface expansion opportunities once stable.Guide onboarding and adoption: learn the product end-to-end with a stabilization lens and ensure value realization and readiness for growth.Operationalize early warning & digital scale: monitor adoption and health signals, balance 1:1 planning with 1:many digital initiatives, and use in-app engagement and automation.Remove friction fast: collaborate with Support, Product, and Sales to address feedback and feature requests, close the loop, and reinforce value realization.Own renewals end-to-end: develop renewal strategies, manage terms/pricing, negotiate, secure signatures, and maintain data-driven forecasts.Transition stabilized accounts to the Growth team (AM/CSM) with context to sustain momentum.Keep the system clean: maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce.Contribute to the Digital CS roadmap: turn customer insights into journey maps, automation strategies, lifecycle content, and playbooks that improve efficiency, personalization, and scale.What You’ll Bring To This Role5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role, with proven renewal/negotiation ownershipTrack record of stabilizing at-risk books: diagnosing risk, aligning senior stakeholders, and executing save plansStrength with digital/automated CS programs and data-driven prioritizationExcellent communication, project management, and stakeholder engagement skillsResourceful, adaptable, comfortable with ambiguity, and effective cross-functionally in fast-moving environmentsExperience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or GainsightOur Tech StackVidyardG SuiteSalesforceIntercomClayGongLookerMetabaseStatisfyZendeskEverAfterWill You Thrive at Vidyard?Put Customers First: solve problems, deliver exceptional value, and ensure customer success with our products.Embrace Innovation: think creatively, challenge the status quo, and explore AI-driven improvements while upholding ethical use.Value Collaboration: work across teams, listen actively, and contribute to a supportive, inclusive environment.Act with Urgency: be proactive in a fast-paced, dynamic setting with shifting priorities.Take Ownership: own outcomes and deliver results that drive impact.Strive for Excellence: maintain high standards, be goal-oriented, and push for continuous improvement.Use AI Thoughtfully: adopt AI tools to increase impact while preserving human judgment and ongoing learning.Why You’ll Love Working at VidyardWork-life Integration: flexible hours, unlimited vacation, and options to work from anywhere with occasional in-person events.Competitive Pay & Benefits: salary plus flexible benefits, RRSP match, and stock options after probation.Wellness Your Way: flexible spending accounts for personal needs.Mental Health Support: access to digital mental health platforms and annual allowances for services.Parental Leave Top-Up: enhanced parental leave benefits.Make an Impact: paid volunteer hours and Employee Resource Groups to drive inclusion and impact.Invest in Your Growth: regular performance reviews and an annual professional development allowance.Your Perfect Workspace: remote-first with optional in-person collaboration space in Kitchener, Ontario.Contact and equality information: 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. Unsolicited resumes from agencies will not be accepted. #J-18808-Ljbffr