Senior Customer Success Manager (Full Cycle)
Company:Vidyard
Location:Canada, United States
Languages:English
Seniority level:Senior, 5+ years
Experience:5+ years
Skills:
Project ManagementNegotiationCustomer SuccessAccount Management
Requirements:
5+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role Proven commercial renewal/negotiation ownership Track record of stabilizing at-risk books Strength with digital/automated CS programs Experience with data-driven prioritization Excellent communication, project management, and stakeholder engagement skills Resourceful, adaptable, and effective cross-functionally Experience with CS tools such as Intercom, HubSpot, Clay, EverAfter, or Gainsight
Responsibilities:
De-risk and recover at-risk accounts Build and operationalize the de-risking program Create and execute success plans Guide customers through onboarding and adoption Monitor adoption and health signals Collaborate with internal teams to address feedback Own renewals end-to-end Transition stabilized accounts to the Growth team Maintain accurate customer data in Salesforce Contribute to the Digital CS roadmap
