Vidyard

Team Lead, Customer Success

Vidyard

full-time

Posted on:

Location Type: Remote

Location: Remote • California, New York • 🇺🇸 United States

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Work-life Integration: Enjoy the freedom of flexible hours and unlimited vacation, paired with programs that support working from anywhere—even 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: 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: You’ll have the flexibility to choose. While we default to remote-first, occasional in-person meetings and events are thoughtfully designed for connection and collaboration.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementB2B SaaScoachingmentoringdata analysisproject managementcustomer health metricsretention strategiesrenewal management
Soft skills
communicationleadershipadaptabilityresourcefulnessstakeholder engagementcross-functional collaborationproblem-solvingteam coachingoperational supportstrategic thinking