Senior Customer Success Manager (Full Cycle)

Vidyard is the leading provider of AI-powered video messaging, video hosting, sales prospecting, and buyer engagement solutions for modern revenue teams. Trusted by over 100,000 companies, Vidyard empowers go-to-market teams to connect with buyers in more personal, impactful ways at scale. From prospecting to post-sale, Vidyard helps businesses accelerate deal cycles, increase close rates, and humanize digital communication. With best-in-class AI-generated video tools, real-time engagement analytics, and AI-powered video workflows, Vidyard is redefining how companies grow revenue through video.

About the Role 

Vidyard is looking for a Senior Customer Success Manager, Full Cycle to join our Customer Success team whose primary mission is to stabilize at-risk accounts and return them to health. Reporting to our Manager, Customer Success, you’ll lead diagnosis, build and execute save plans, and orchestrate cross-functional work to remove friction and restore value realization. You’ll be a critical part of our new de-risking motion with the opportunity to build the structure, playbooks, and strategy that scale this program.

You will also own the commercial renewal lifecycle (forecasting, terms, negotiation, signatures), always in service of stabilizing the base. Once an account is healthy, you’ll transition it to our Growth team for ongoing expansion. You’ll be supported by Vidyard’s Digital Customer Success motion with plays, nurtures, in-app engagement, and automation (including AI-assisted programs) as well as collaborating with Support, Product, RevOps, and Marketing to drive outcomes at scale.

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

About the Team

This role is part of the growing Account Management & Customer Success team, which is responsible for driving adoption, retention, and growth post-sales. To increase focus and outcomes, we’re introducing dedicated roles for risk mitigation and growth. The Full-Cycle CSM specializes in stabilizing at-risk accounts, restoring value realization, and owning the renewal; as accounts become healthy, they are transitioned to a growth-led motion supported by a high touch account team for ongoing expansion. We work cross-functionally with Scaled Customer Success, Sales, Product, Support, RevOps, and Marketing to remove friction fast and tie our work to key revenue outcomes.

What You’ll Do

• De-risk & recover accounts (core focus): triage risks, run executive/champion alignment, craft save plans, and drive recovery to “healthy.”
• Build the motion: design and operationalize the de-risking program through defined structure, playbooks, metrics, and strategy to scale stabilization and renewals.
• Create & execute success plans: align to customer goals and lifecycle stages; identify churn risks early and surface expansion opportunities to be pursued once stable.
• Learn the product end-to-end: guide customers through onboarding and adoption with a stabilization lens, ensuring clear value realization and readiness for growth.
• Operationalize early warning & digital scale: monitor adoption and health signals to prioritize actions; balance strategic 1:1 planning with 1:many digital initiatives; champion a digital-first mindset using plays like nurtures, in-app engagement, and automations.
• Remove friction fast: collaborate with Support, Product, and Sales to address feedback and feature requests, close the loop, and reinforce value realization.
• Own renewals end-to-end: build renewal strategies, manage terms/pricing, run negotiations and procurement, and secure on-time signatures, all while maintaining crisp, data-driven forecasts.
• Transition stabilized accounts to the Growth team (AM/CSM) with clear context to sustain momentum.
• Keep the system clean: maintain accurate notes, health status, and renewal pipeline/forecast in Salesforce.
• Contribute to our Digital CS roadmap: turn customer insights into journey maps, automation strategies, lifecycle content, and playbooks tha