Digital Customer Success Specialist (AI & Operations)

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