Senior Customer Success Manager Job in Canada(Full Cycle)

Vidyard is looking for a Senior Customer Success Manager (Full Cycle).
Your main mission is to stabilize at-risk accounts, help them achieve value, and manage renewals. You will lead account recovery, create success plans, work across teams, and ensure customers are ready for growth. Once accounts are healthy, you will transition them to the Growth team.

This is a remote role, open to candidates in Canada or the USA.

Key Responsibilities

1. De-risk & Recover Accounts

   • Identify at-risk customers early

   • Run executive and champion alignments

   • Craft recovery plans and restore account health

2. Customer Success Planning

   • Align success plans with customer goals and lifecycle stages

   • Monitor adoption and usage

   • Flag expansion opportunities once accounts are stable

3. Renewal Ownership

   • Forecast renewals and build strategies

   • Manage terms, pricing, negotiations, and procurement

   • Ensure on-time signatures and accurate renewal forecasting

4. Digital & Automated CS Programs

   • Use AI-assisted programs, in-app engagement, and automation

   • Combine 1:1 customer interactions with scalable digital plays

5. Cross-Functional Collaboration

   • Work closely with Support, Product, Sales, RevOps, and Marketing

   • Remove friction and reinforce customer value

   • Share customer insights for process improvement

6. Systems & Reporting

   • Maintain Salesforce notes, health status, and pipeline

   • Contribute to digital CS roadmap, playbooks, and lifecycle content

Qualifications

• Experience: 5+ years in Customer Success, Account Management, or SaaS

• Skills:

  • Proven track record in saving at-risk accounts

  • Strong renewal and negotiation experience

  • Excellent communication, project management, and stakeholder engagement

  • Comfortable with digital CS tools and data-driven prioritization

• Tools (Preferred): Intercom, HubSpot, Gainsight, Clay, EverAfter, Salesforce

Why Join Vidyard
Senior Customer Success Manager

• Remote-first with flexible work options

• Competitive salary and OTE: $111k – $135k CAD

• Health, wellness, and parental leave benefits

• Growth opportunities with learning allowance and development plans

• Inclusive and collaborative work culture

How to Apply

Interested candidates can apply here: Vidyard Careers

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