Vidyard is the online video platform built for business. Our free video creation and hosting solution is trusted by thousands of organizations across the globe—from startups to Fortune 500 enterprises—to get their business videos online. Backed by powerful video analytics, security features, and integrations with other business tools, Vidyard makes video easy for marketing, sales, support, and communication teams. We’re passionate about helping companies grow their business through the power of video.
We are looking for a Customer Success Manager to join our quickly growing Customer Experience Team. In this role you will be responsible for driving outcomes by ensuring Vidyard enterprise customers realize value and achieve their desired business objectives through the strategic use of online video. You will build trusted customer relationships in order to enhance adoption and customer retention. If you’re excited about helping customers make the most of their Vidyard experience and want to work with a fast-paced team that loves to have fun, we want to chat with you!
What you’ll get to do:
Build Relationships: Build and maintain strong relationships with Vidyard enterprise customers, from end users through to executive sponsors, ensuring every customer interaction adds value through promotion of complementary products, and communication of video best practices.
Drive Adoption: Actively monitor product adoption throughout the length of the relationship, by analyzing data/metrics/trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use Vidyard features and functions to derive further value from video.
Internal Advocacy: Collaborate with other teams across Launch Services, Technical Support, Professional Services, Sales, and Product to ensure internally you represent the ‘voice of the customer’ and external deliverables are understood, planned, and fulfilled in a professional and timely manner.
Negotiate Contracts: Own a book of business with expectations to form accurate forecasts, and to have complete visibility into the renewal pipeline. Identify, clearly communicate, and manage risk throughout the year through proactive touch points, and develop retention strategies resulting in full-value on-time renewals.
Evangelize Video: Shout it from the rooftops! Spread the word about why Vidyard and why video; educate clients, partners, and your friends about ‘the era of video’ and why it is such an important part of communication today.
To be an effective team member:
- You are an outcomes-focused professional with a minimum 5 years of relevant experience in customer success, or account management of enterprise accounts in a B2B/SaaS environment, a sales and/or a renewals background is a significant plus.
- You are highly organized, driven, detail oriented, and able to prioritize. Your customers are always your first priority and consistently serviced with excellence.
- You encompass a well-rounded set of competencies including customer focus, technical skills, professional accountability, emotional intelligence, teamwork, and self-direction.
- You consistently achieve on-target results through effectively communicating business needs, organizational goals, and potential solutions with all levels of customers.
- You possess strong skills in negotiating commercial terms and conditions, and have a general understanding of Saas related contractual structures.
Vidyard has successfully moved to a Remote First operating model. So, whether you are located close to one of our collaboration spaces in Vancouver, BC, & Kitchener, ON, or if home is anywhere else in Canada, you will be an integral part of the team.
What does Vidyard do?
As the world’s leading video marketing platform, Vidyard’s technology shows our customers exactly how viewers interact with their videos. Along with hosting video content, Vidyard reveals who’s watching videos, and for how long with detailed viewer analytics and engagement data that can be pushed directly into a MAP and CRM, turning views into sales. We’re passionate about helping companies grow their business through the power of video!
Life as a Vidyardian:
You will have the opportunity to create your own destiny in your role by generating and managing your own projects and seeing the impact of your work. At Vidyard you will work alongside the best and brightest in the industry. We hire carefully for technical expertise and cultural fit, and are proud of our team!
On top of competitive pay, we offer generous subsidies for health & wellness and continuing education. We also offer three flexible benefit plans to suit your unique needs, so choose what’s best for you/your family and your coverage starts as soon as you do.
Along with the health benefits and health/lifestyle spending accounts, additional benefits include unlimited vacation, RRSP match programs, ESOP and learning and development spending accounts.
Vidyard also offers paid volunteer opportunities! At Vidyard, giving back is in our DNA. No matter where we are, we always want to be committed to giving back as part of our commitment to our communities. So choose a cause that is important to you within your own community and give back, on us!
Finally, our teams never miss an opportunity to have fun! Be prepared to enjoy virtual parties (often paired with special deliveries, special guests and sometimes surprises!) and take part in internal communities based on your interests/hobbies!
Remote @ Vidyard
As a video centric organization, Vidyard mastered the art of remote work long before the pandemic forced businesses to adapt. So, whether you are located close to one of our collaboration spaces in Vancouver, BC, & Kitchener, ON, or if home is anywhere else in Canada, you will not only be an integral part of the team, you’ll feel like an integral part of the team.
In order to ensure an enjoyable work experience for all employees, Vidyard is dedicated to ensuring all Vidyardians have an opportunity to:
- Level up their home office/workspace,
- Socialize meaningfully within teams as well as across the organization,
- Enjoy a flexible work schedule (We know your time is valuable! Own your work in a way that best suits your lifestyle)
We believe that working remotely shouldn’t cause any barriers to a great employee experience, so from onboarding to day to day operations, when you work remotely at Vidyard your colleagues and leaders are only as far as a *virtual* tap on the shoulder away.
We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted.
Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Talent Acquisition Team.