Team Lead, Customer Success

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 Team Lead, Customer Success to join our Customer Success Team. In this player-coach role, you’ll manage a partial book of Full-Cycle (Save) accounts while supporting and enabling a broader team of Customer Success Managers across both Save and Growth motions.

Reporting to the Director, Account Management, you’ll drive execution, consistency, and coaching across the Customer Success organization. You’ll help stabilize accounts at risk, scale best practices for adoption and value realization, and guide the CSM team to deliver measurable retention outcomes.

You’ll also partner closely with Account Managers - who own commercial expansion and renewals on healthy accounts - to ensure customers experience a seamless handoff from stabilization to growth.

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

About the Team

Vidyard’s Customer Success team ensures customers realize the full value of the Vidyard platform across the entire post-sale journey. Our model combines:

• Full-Cycle (Save) CSMs, who diagnose and stabilize at-risk accounts and manage full renewals for their book
• Growth CSMs, who deepen adoption, drive value realization, and prepare customers for expansion in partnership with Account Managers.

As a Team Lead, you’ll sit at the intersection of both motions - ensuring smooth transitions, aligned strategy, and consistent delivery across the team.

What You’ll Work On

• Manage a Small CSM Team: Provide structure, mentorship, and operational support to 3 CSMs. Coach CSMs on playbook execution, customer engagement, and retention strategies. Partner with the Director of Account Management to define team goals, identify development needs, and align performance to business outcomes.
• Own a Partial Book of Customers (Full-Cycle): Manage a set of at-risk or strategic accounts end-to-end - from diagnosis through stabilization and renewal. Execute save plans, drive adoption, and coordinate cross-functional efforts to restore measurable value realization.
• Scale Retention Through Team Coaching: Identify patterns across accounts and coach the team to improve consistency and execution. Build playbooks, metrics, and enablement programs that raise the bar for customer engagement, adoption, and retention.
• Partner Cross-Functionally: Work closely with Account Managers on handoffs between Save and Growth motions, ensuring alignment on account health and customer context. Collaborate with Support, Product, Scaled CS, and RevOps to identify friction points and translate customer insights into operational improvements.
• Operationalize Success: Define, track, and share key metrics related to customer health, retention, and team performance. Partner with leadership to improve visibility into leading indicators and drive data-informed decision-making.

What You’ll Bring

• 5+ years of experience in customer success or account management within a B2B SaaS environment.
• 1+ years of experience coaching or mentoring peers, ideally in a player-coach or team lead capacity.
• Proven success stabilizing at-risk accounts, driving adoption, and managing renewals end-to-end.
• Strength with digital and automated CS programs, and comfort using data to drive prioritization and decisions.
• Excellent communication, project management, and stakeholder engagement skills.
• Resourceful, adaptable, and effective cross-functionally in fast-moving or ambiguous environments.
• A passion for helping customers achieve measurable outcomes - and helping others grow in the process.

Our Tech Stack

• Vidyard
• G Suite
• Salesforce
• HubSpot
• Intercom
• Clay
• Gong
• Looker
• Metabase
• Statisfy
• Zendesk
• EverAfter

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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 continuously explore new ways to improve and grow—both personally and professionally—including how you leverage AI and emerging technologies in your work.
• 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.
• Use AI Thoughtfully: You’re curious and proactive about adopting AI tools to work smarter, increase impact, and scale results—while understanding the importance of human judgment, ethics, and continuous learning.

At Vidyard, we celebrate the intersection of creativity, ambition, AI-driven innovation, and meaningful impact. If you’re ready to contribute to our mission of transforming communication—and thrive in a workplace that champions experimentation, smart automation, and customer obsession—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.