Customer Success Manager
Nasdaq
Job Level
Senior
About the role
- 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.
Requirements
- 5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
- Experience supporting SMB/Mid-Market customers at scale, ideally in a PLG or high-volume B2B environment
- Experience in digital success programs, automation, lifecycle engagement, and community building
- Excellent communication, project management, and stakeholder engagement skills
- High degree of autonomy, resourcefulness, systems thinking, and adaptability
- Comfort with ambiguity and a test-and-learn approach to program building
- Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight
- Ability to build and execute scalable programs and automations to improve customer experience
