Vidyard

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

Customer Success Manager

• 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

Senior HR Business Partner

Senior Customer Success Manager, Full Cycle

Senior Customer Success Manager

Intermediate Software Developer