Customer Success Manager

2 weeks ago

Toronto, Canada Vidyard Full time

Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for 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 Director, 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.

**About the Team**

Our Customer Success team consists of 20 customer success professionals and leaders. This role will sit on our team of 7 CSMs, working with a varied customer portfolio across North America. 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**:

- Partner with the Implementation Manager on the implementation of Vidyard for new customers helping them to reach critical adoption milestones
- Keep track of customer engagement within the platform to highlight key opportunities and potential growth areas with respect to 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
- Custom enablement and re-enablement programs for customers
- Surveys
- Client services - Coordinate video migrations, account organization, custom development efforts and more

**As a Customer Success Executive 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**:

- Post-secondary education in a related business, communications or technical discipline
- 2-5 years experience in a customer facing account management or customer success focused role
- Experience managing relationships with multiple enterprise level accounts
- Excellent problem solving skills
- High degree of resourcefulness, flexibility and adaptability
- Excellent verbal, written and interpersonal communication skills
- 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
- Previous experience in a B2B SaaS environment is preferred
- Experience with HTML, CSS or JavaScript is a bonus

**Our Tech Stack**:

- Vidyard
- G Suite
- Salesforce
- Totango
- Gong
- Looker

As we also value **direct and transparent communication**, 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
- _Benefits described are Canadian specific, if you're located in another country our Talent team will speak with you about localized benefits for you._

As a video-centric organization, Vidyard has mastered the art of remote work. Whether you are local to our collaboration space in Kitchener, Ontario, Ca

  • Customer Success Manager

    4 days ago

    Toronto, Canada Daifuku Co Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    7 days ago

    Toronto, Canada Burroughs, Inc Full time

    Description Customer Success Manager Job Summary: The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs...

  • Customer Success Manager

    7 days ago

    Toronto, Canada Burroughs, Inc. Full time

    **Description** Customer Success Manager **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....

  • Customer Success Manager

    7 days ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Acerta Analytics Solutions Inc Full time

    **About Acerta**: Acerta is a leading provider of predictive quality AI-driven solutions for the automotive industry. Leveraging cutting-edge technology, we empower automotive manufacturers and suppliers to enhance quality, reduce defects, and optimize production processes. Our innovative approach to data analytics and machine learning is revolutionizing the...

  • Customer Success Manager

    7 days ago

    Toronto, Canada Q4 Full time

    **The role** The Customer Success Manager is a trusted advisor responsible for directly managing and optimizing the lifetime value of their book of business; building and maintaining relationships while ensuring success at each stage of the customer journey. To achieve this, the CSM understands the business initiatives and goals of the customer and helps...

  • Customer Success Manager

    3 days ago

    Toronto, Canada MaintainX Full time

    MaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Univar, Quikrete, ABInBev, Duracell, Marriott and...

  • Customer Success Manager

    7 days ago

    Toronto, Canada ElectroNeek Full time

    **We are ElectroNeek** ElectroNeek, Texas Austin-based, is at the forefront of low-code RPA (Robotic Process Automation), revolutionizing how businesses approach automation. Our core focus is on delivering comprehensive, business-oriented solutions with a strong emphasis on ROI calculation, process visualization, and seamless integration across various...

  • Customer Success Manager

    7 days ago

    Toronto, Canada Modern Campus Full time

    **Who we are** Here at Modern Campus we are obsessed with empowering our 1,800+ higher education customers to thrive when radical transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt and administrative complexity. Our engagement platform powers solutions for non-traditional student management,...

  • Customer Success Manager

    5 days ago

    Toronto, Canada YourAngel Full time

    **Duties** - Analyze customer needs and develop strategies to enhance their experience - Provide exceptional customer service by addressing inquiries and resolving issues promptly - Negotiate contracts and agreements with clients to ensure mutual satisfaction - Communicate with customers to gather feedback and improve service offerings - Lead and supervise a...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada FutureFit AI Full time

    **Come join our Customer Success Team!**: - Your Core, Our DNA: High Velocity. High Intensity. High Trust. High Expectations. High Impact._ FutureFit AI could be the right next step in your career journey if reading those words resonates deeply for you, full stop. You live and lead with bold humility, pursue audacious goals, and are motivated by having a...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Thentia Full time

    **About **Thentia** Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. A company of builders, thinkers, and owners, Thentia gives employees the opportunity...

  • Customer Success Manager

    3 weeks ago

    Toronto, Canada Understanding Recruitment Full time

    Do you want to be a part of the future of AI-based underwriting? Do you want to implement an extremely complex product? I am currently looking for Customer Success Managers to help build and implement a unique AI platform that pulls data from hundreds of sources to revolutionise the underwriting process. The platform is aimed at commercial insurance...

  • Customer Success Manager

    3 weeks ago

    Toronto, Canada Understanding Recruitment Full time

    Do you want to be a part of the future of AI-based underwriting? Do you want to implement an extremely complex product? I am currently looking for Customer Success Managers to help build and implement a unique AI platform that pulls data from hundreds of sources to revolutionise the underwriting process. The platform is aimed at commercial insurance...

  • Customer Success Manager

    3 weeks ago

    Toronto, Canada Understanding Recruitment Full time

    Do you want to be a part of the future of AI-based underwriting? Do you want to implement an extremely complex product? I am currently looking for Customer Success Managers to help build and implement a unique AI platform that pulls data from hundreds of sources to revolutionise the underwriting process. The platform is aimed at commercial insurance...

  • Customer Success Manager

    3 weeks ago

    Toronto, ON, Canada Enable International Full time

    At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. At Enable, we’re creating a healthy, vibrant supply chain ecosystem where partner collaboration drives the best products, services and values to customers. And the market agrees with us. Our more than 500...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Carbon6 Full time

    **Who We Are** We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Royal Bank of Canada Full time

    **Come Work with Us!** At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work...

  • Customer Success Manager

    3 weeks ago

    Toronto, Canada Understanding Recruitment Full time

    Do you want to be a part of the future of AI-based underwriting?Do you want to implement an extremely complex product?I am currently looking for Customer Success Managers to help build and implement a unique AI platform that pulls data from hundreds of sources to revolutionise the underwriting process.The platform is aimed at commercial insurance providers...

  • Customer Success Manager

    7 days ago

    Toronto, Ontario, Canada Shift Technology Full time

    The future of insurance starts with AI. To date, Shift Technology's AI-powered products have benefitted more than 300 million policyholders globally by reducing underwriting risk, identifying more fraud, and automating critical tasks throughout the claims process. Shift harnesses the power of AI to enable the world's leading insurance organizations to make...