Team Lead, Customer Success

Overview 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 enables go-to-market teams to connect with buyers in more personal, accountable ways at scale. From prospecting to post-sale, Vidyard helps businesses accelerate deal cycles, increase close rates, and humanize digital communication. With best-in-class AI-generated video tools, real-time engagement analytics, and AI-powered video workflows, Vidyard defines how companies grow revenue through video. About The Role Vidyard is looking for a Team Lead, Customer Success to join our Customer Success Team. In this player-coach role , you’ll manage a partial book of Full-Cycle (Save) accounts while supporting and enabling a broader team of Customer Success Managers across both Save and Growth motions. Reporting to the Director, Account Management , you’ll drive execution, consistency, and coaching across the Customer Success organization. You’ll help stabilize accounts at risk, scale best practices for adoption and value realization, and guide the CSM team to deliver measurable retention outcomes. You’ll also partner closely with Account Managers - who own commercial expansion and renewals on healthy accounts - to ensure customers experience a seamless handoff from stabilization to growth. This is a remote role open to candidates in Canada or the United States. What You’ll Work On Manage a Small CSM Team: Provide structure, mentorship, and operational support to 3 CSMs. Coach CSMs on playbook execution, customer engagement, and retention strategies. Partner with the Director of Account Management to define team goals, identify development needs, and align performance to business outcomes. Own a Partial Book of Customers (Full-Cycle): Manage a set of at-risk or strategic accounts end-to-end - from diagnosis through stabilization and renewal. Execute save plans, drive adoption, and coordinate cross-functional efforts to restore measurable value realization. Scale Retention Through Team Coaching: Identify patterns across accounts and coach the team to improve consistency and execution. Build playbooks, metrics, and enablement programs that raise the bar for customer engagement, adoption, and retention. Partner Cross-Functionally: Work closely with Account Managers on handoffs between Save and Growth motions, ensuring alignment on account health and customer context. Collaborate with Support, Product, Scaled CS, and RevOps to identify friction points and translate customer insights into operational improvements. Operationalize Success: Define, track, and share key metrics related to customer health, retention, and team performance. Partner with leadership to improve visibility into leading indicators and drive data-informed decision-making. What You’ll Bring 5+ years of experience in customer success or account management within a B2B SaaS environment. 1+ years of experience coaching or mentoring peers, ideally in a player-coach or team lead capacity. Proven success stabilizing at-risk accounts, driving adoption, and managing renewals end-to-end. Strength with digital and automated CS programs, and comfort using data to drive prioritization and decisions. Excellent communication, project management, and stakeholder engagement skills. Resourceful, adaptable, and effective cross-functionally in fast-moving or ambiguous environments. A passion for helping customers achieve measurable outcomes - and helping others grow in the process. Our Tech Stack Vidyard G Suite Salesforce HubSpot Intercom Clay Gong Looker Metabase Statisfy Zendesk EverAfter Will You Thrive at Vidyard? At Vidyard, Success Comes From Individuals Who Align With Our Core Values, Embrace Challenges, and Contribute To Our High-performing, Customer-obsessed Culture. You’ll Thrive Here If You Put Customers First: You’re passionate about solving problems, delivering exceptional value, and ensuring our customers succeed with our products. Embrace Innovation: You think creatively, challenge the status quo, and continuously explore new ways to improve and grow—both personally and professionally—including how you leverage AI and emerging technologies in your work. Value Collaboration: You work effectively across teams, listen actively, and contribute to a supportive and inclusive environment (see our statement of dedication to DEIB here). Act with Urgency: You’re motivated, proactive, and thrive in a fast-paced, dynamic environment where priorities can shift quickly and change is expected. Take Ownership: You own your work, take responsibility for outcomes, and are proud of delivering results that drive impact. Strive for Excellence: You maintain high standards, are goal-oriented, and continuously push yourself and your teammates to do their best. Use AI Thoughtfully: You’re curious and proactive about adopting AI tools to work smarter, increase impact, and scale results—while understanding the importance of human judgment, ethics, and continuous learning. Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at Unsolicited resumes from Agencies will not be accepted. #J-18808-Ljbffr