Vidyard

Customer Success Manager

• Provide structure, mentorship, and operational support to 3 CSMs.
• Manage a set of at-risk or strategic accounts end-to-end - from diagnosis through stabilization and renewal.
• Identify patterns across accounts and coach the team to improve consistency and execution.
• Work closely with Account Managers on handoffs between Save and Growth motions.
• Define, track, and share key metrics related to customer health, retention, and team performance.

Team Lead, Customer Success

Human Resources

• Lead performance management cycles including calibration (goal-setting, feedback, mid-year and year-end reviews) to ensure clarity, alignment, and continuous development.
• Partner with managers and senior leaders, offering coaching and guidance to strengthen leadership capabilities and team effectiveness.
• Act as a trusted advisor on employee relations, supporting fair, empathetic, and consistent practices that foster engagement and belonging.
• Ensure all programs and practices align with Canadian/US employment legislation, balancing compliance with a supportive, people-first approach.
• Collaborate with the broader People team to drive initiatives that support growth, inclusion, and engagement across Vidyard.
• Identify and integrate AI/automation into HR workflows (onboarding, engagement surveys, analytics, performance reviews) to streamline operations and enhance employee experience.
• Report to the Director, People and partner closely with leaders to drive performance management, coaching, and strategic people initiatives.

Senior HR Business Partner

• Stabilize at-risk accounts and return them to health by diagnosing risks, building and executing save plans, and orchestrating cross-functional work
• Own the commercial renewal lifecycle: forecasting, terms, negotiation, signatures; secure on-time signatures and maintain data-driven forecasts
• Build and operationalize the de-risking program through structure, playbooks, metrics, and strategy
• Create and execute success plans aligned to customer goals and lifecycle stages; identify churn risks and surface expansion opportunities
• Learn product end-to-end and guide customers through onboarding and adoption with a stabilization lens
• Monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives
• Collaborate with Support, Product, RevOps, and Marketing to remove friction and close the loop on feedback and feature requests
• Transition stabilized accounts to the Growth team with clear context
• Maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce
• Contribute to Digital CS roadmap by turning customer insights into journey maps, automations, lifecycle content, and playbooks

Senior Customer Success Manager, Full Cycle

• Learn Vidyard’s product end-to-end and guide customers through onboarding, adoption, and growth.
• Balance strategic 1:1 planning with scalable 1:many digital initiatives, championing a digital-first mindset.
• Manage a book of high-potential SMB and Mid-Market customers, building trusted relationships and advising on video strategy and platform usage.
• Create and execute success plans aligned to customer goals and lifecycle stages; identify churn risks and surface expansion opportunities.
• Collaborate cross-functionally with Support, Product, and Sales to address feedback, feature requests, and drive business outcomes.
• Contribute to Vidyard’s digital CS roadmap through customer insights, journey mapping, automation strategy, lifecycle content, and playbooks.
• Design and execute scaled programs (nurtures, in-app engagement, newsletters, surveys, automations) and track digital engagement signals to optimize personalization and impact.

Senior Customer Success Manager

Full-stack Engineer

• Developing and maintaining core account, billing, and related systems
• Building scalable, reliable, and extensible services that support multiple Vidyard product streams
• Working across the stack as a generalist while contributing specialized expertise in either front-end or back-end development
• Collaborating with cross-functional teams to create seamless customer experiences
• Supporting the team in delivering high-quality code in an agile, iterative environment
• Contributing to improvements in quality, reliability, and performance standards
• Applying lean thinking and a metrics-driven approach to development
• Mentoring junior developers and sharing knowledge across the engineering organization

Team Lead, Customer Success

Senior HR Business Partner

Senior Customer Success Manager, Full Cycle

Senior Customer Success Manager

Intermediate Software Developer