Senior Customer Success Manager (Full Cycle)

Senior Customer Success Manager (Full Cycle)

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 empowers go-to-market teams to connect with buyers in more personal, impactful 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 is redefining how companies grow revenue through video.

About The Role

Vidyard is looking for a Senior Customer Success Manager, Full Cycle to join our Customer Success team whose primary mission is to stabilize at-risk accounts and return them to health. Reporting to the Director, Account Management, you'll lead diagnosis, build and execute save plans, and orchestrate cross-functional work to remove friction and restore value realization. You'll be a critical part of our new de-risking motion with the opportunity to build the structure, playbooks, and strategy that scale this program.

You will also own the commercial renewal lifecycle (forecasting, terms, negotiation, signatures), always in service of stabilizing the base. Once an account is healthy, you'll transition it to our Growth team for ongoing expansion. You'll be supported by Vidyard's Digital Customer Success motion with plays, nurtures, in-app engagement, and automation (including AI-assisted programs) as well as collaborating 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.

About The Team

This role is part of the growing Account Management & Customer Success team, which is responsible for driving adoption, retention, and growth post-sales. To increase focus and outcomes, we're introducing dedicated roles for risk mitigation and growth. The Full-Cycle CSM specializes in stabilizing at-risk accounts, restoring value realization, and owning the renewal; as accounts become healthy, they are transitioned to a growth-led motion supported by a high-touch account team for ongoing expansion. We work cross-functionally with Scaled Customer Success, Sales, Product, Support, RevOps, and Marketing to remove friction fast and tie our work to key revenue outcomes.

What You'll Do

• De-risk & recover accounts (core focus): triage risks, run executive/champion alignment, craft save plans, and drive recovery to "healthy."
• Build the motion: design and operationalize the de-risking program through defined structure, playbooks, metrics, and strategy to scale stabilization and renewals.
• Create & execute success plans: align to customer goals and lifecycle stages; identify churn risks early and surface expansion opportunities to be pursued once stable.
• Learn the product end-to-end: guide customers through onboarding and adoption with a stabilization lens, ensuring clear value realization and readiness for growth.
• Operationalize early warning & digital scale: monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives; champion a digital-first mindset using plays like nurtures, in-app engagement, and automations.
• 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: build renewal strategies, manage terms/pricing, run negotiations and procurement, and secure on-time signatures, all while maintaining crisp, data-driven forecasts.
• Transition stabilized accounts to the Growth team (AM/CSM) with clear context to sustain momentum.
• Keep the system clean: maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce.
• Contribute to our 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 Role

• 5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role, with proven commercial renewal/negotiation ownership
• A track record of stabilizing at-risk books: diagnosing risk, aligning senior stakeholders, and executing save plans
• Strength with digital/automated CS programs and data-driven prioritization
• Excellent communication, project management, and stakeholder engagement skills
• Resourceful, adaptable, comfortable with ambiguity, and effective cross-functionally in fast-moving environments
• Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight

Our Tech Stack

• Vidyard
• G Suite
• Salesforce
• Intercom
• Clay
• Gong
• Looker
• Metbase
• 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 growboth personally and professionallyincluding 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.
• 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 resultswhile understanding the importance of human judgment, ethics, and continuous learning.

At Vidyard, we celebrate the intersection of creativity, ambition, AI-driven innovation, and meaningful impact. If you're ready to contribute to our mission of transforming communicationand thrive in a workplace that champions experimentation, smart automation, and customer obsessionVidyard is the place for you.

Why You'll Love Working At Vidyard

At Vidyard, we're passionate about creating an environment where you can succeedboth personally and professionally. Here's what you can look forward to:

• Work-life Integration: At Vidyard, we set the bar high, expecting excellence and dedication from every team member. In return, we empower you to integrate work and life seamlessly. Enjoy the freedom of flexible hours and unlimited vacation, paired with programs that support working from anywhereeven while traveling.
• Competitive Pay & Benefits: Start day one with a competitive salary and comprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period)
• Wellness Your Way: Leverage flexible spending accounts to spend on what matters most.
• Mental Health Support: Access to Inkblot, a digital mental health platform, plus $1,500 per person per year for mental health services.
• Parental Leave Top-Up: Support when it matters most, with enhanced parental leave benefits.
• Make an Impact: At Vidyard, we believe in creating positive change. Enjoy paid volunteer hours to support the causes you care about and join Employee Resource Groups (ERGs) to connect with colleagues, champion inclusion, and drive meaningful impact within Vidyard and the communities we serve.
• Invest in Your Growth: Regular performance reviews, individual development plans, and an annual allowance of $1,500, dedicated to your professional development and ongoing learning.
• Your Perfect Workspace: Whether you prefer the comfort of your home, or the energy of our Kitchener, Ontario, collaboration space, you'll have the flexibility to choose. While we default to remote-first