Digital Customer Success Specialist (AI & Operations)

Vidyard empowers every sales rep to perform like a top performer by bringing the power of personalized video outreach at scale. Through scalable solutions like AI Avatars and Video Messages, Vidyard enables reps to break through the noise, engage high-intent prospects, and accelerate deal velocity—all while helping sales teams gain more face-time with prospects and customers in a remote selling world. Join Vidyard and help us create the future of productive relationships between buyers and sellers!

About the Role

Vidyard is seeking a Digital Customer Success Specialist to join our Customer Success team. Reporting to the Senior Director, Customer Success , you’ll play a key role in building and leading a digital-first, AI-powered tech-touch customer experience that delivers personalized engagement at scale.

In this role, you’ll collaborate closely with teams across Marketing, Product, Sales, and CS to design and implement automated, AI-enhanced lifecycle journeys that drive product adoption, improve Net Revenue Retention (NRR), and deliver early and ongoing value to our customers.

This is an opportunity to shape the future of how we deliver scaled customer success by integrating cutting-edge AI tools and predictive analytics into our customer lifecycle programs. We believe this role is perfect for someone who’s excited to blend strategic customer thinking with technical fluency—and who’s ready to reimagine customer engagement in the age of AI.

This is a remote role open to candidates located in Canada.

About the Team

Our Customer Success team is a dynamic group of customer advocates, lifecycle strategists, and solutions partners. Together, we are responsible for driving customer retention, satisfaction, and growth across our customer base by delivering value through both high-touch and tech-touch strategies.

We’re passionate about customer outcomes, automation, and working cross-functionally to scale our impact. Led by our Senior Director of Customer Success, we are currently focused on expanding our scaled CS programs, modernizing customer journeys, and embedding AI into how we engage, support, and grow our customers.

What You’ll Work On:

• Design and lead AI-assisted, tech-touch lifecycle journeys across onboarding, adoption, value realization, renewal, and expansion.
• Own the strategy and execution of digital-first, scalable customer engagement using tools like in-app messaging, email, chatbots, and virtual CSMs.
• Build predictive models and customer health scoring frameworks using product usage, sentiment, and engagement data.
• Implement automation and AI tools to trigger proactive outreach, customer education, and expansion plays based on behavior or intent signals.
• Collaborate with Marketing, Product, and Enablement to build self-serve onboarding resources, content tracks, and community programs.
• Lead tooling decisions and tech stack integration for scaled CS, including platforms like Totango, Catalyst, ChurnZero, or emerging AI-native CS tools.
• Define and track performance metrics for scaled CS programs, including engagement, adoption, NRR lift, and cost-to-serve improvements.
• Partner with RevOps and Sales to refine account routing logic, optimize pooled CS coverage, and reduce manual intervention through automation.
• Onboard quickly by auditing current processes and tools, identifying quick wins for automation, and launching initial pilot programs within 60–90 days.
• Iterate continuously on program design based on data, feedback, and AI-driven insights, with the goal of doubling the reach and efficiency of our CS efforts by end of year one.

What You’ll Bring to this Role:

• 5–7+ years in Customer Success, Lifecycle Marketing, Growth, or CS Ops within B2B SaaS, ideally supporting scaled or low-touch customer segments.
• Strong understanding of customer journey design, lifecycle automation, and product-led growth strategies.
• Proven ability to work with AI and automation tools (e.g., Drift AI, Intercom, OpenAI, Jasper, etc.) to enhance customer engagement.
• Analytical mindset with experience in data interpretation, segmentation, health scoring, and experimentation.
• Comfortable managing complex projects and collaborating cross-functionally with Product, Sales, and Marketing stakeholders.
• A passion for innovation, efficiency, and leveraging technology to deliver meaningful customer outcomes at scale.

Our Tech Stack:

You’ll work with technologies like:

• Totango, Catalyst, ChurnZero, Statisfy, Velaris, and other CS platforms
• OpenAI, Jasper, Drift, Intercom, Salesloft
• Google Workspace, Zapier, HubSpot, Salesforce

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Will You Thrive at Vidyard?

At Vidyard, success comes from individuals who align with our core values, embrace challenges, and contribute to our high-performing, customer-obsessed culture. You’ll thrive here if you:

• Put Customers First: You’re passionate about solving problems, delivering exceptional value, and ensuring our customers succeed with our products.
• Embrace Innovation: You think creatively, challenge the status quo, and seek new ways to improve and grow—both personally and professionally.
• Value Collaboration: You work effectively across teams, listen actively, and contribute to a supportive and inclusive environment (see our statement of dedication to DEIB here).
• Act with Urgency: You’re motivated, proactive, and thrive in a fast-paced, dynamic environment where priorities can shift quickly and change is expected.
• Take Ownership: You own your work, take responsibility for outcomes, and are proud of delivering results that drive impact.
• Strive for Excellence: You maintain high standards, are goal-oriented, and continuously push yourself and your teammates to do their best.

At Vidyard, we celebrate the intersection of creativity, ambition, and impact. If you’re ready to contribute to our mission of transforming communication and being part of a team that’s customer-focused, hardworking, and values-driven, Vidyard is the place for you.

Why You’ll Love Working at Vidyard

At Vidyard, we’re passionate about creating an environment where you can succeed—both personally and professionally. Here’s what you can look forward to:

• Work-life Integration: At Vidyard, we set the bar high, expecting excellence and dedication from every team member. In return, we empower you to integrate work and life seamlessly. Enjoy the freedom of flexible hours and unlimited vacation, paired with programs that support working from anywhere—even while traveling.
• Competitive Pay & Benefits: Start day one with a competitive salary and comprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period)
• Wellness Your Way: Leverage flexible spending accounts to spend on what matters most.
• Mental Health Support: Access to Inkblot, a digital mental health platform, plus $1,500 per person per year for mental health services.
• Parental Leave Top-Up: Support when it matters most, with enhanced parental leave benefits.
• Make an Impact: At Vidyard, we believe in creating positive change. Enjoy paid volunteer hours to support the causes you care about and join Employee Resource Groups (ERGs) to connect with colleagues, champion inclusion, and drive meaningful impact within Vidyard and the communities we serve.
• Invest in Your Growth: Regular performance reviews, individual development plans and an annual allowance of $1,500, dedicated to your professional development and ongoing learning.
• Your Perfect Workspace: Whether you prefer the comfort of your home, or the energy of our Kitchener, Ontario, collaboration space, you’ll have the flexibility to choose. While we default to remote-first, occasional in-person meetings and events are thoughtfully designed for connection and collaboration.

Come join a team where your best life meets your best work!

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at recruitment@vidyard.com. Unsolicited resumes from Agencies will not be accepted.