Job Application for Sr. Customer Success Manager at Vimeo

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The Senior Customer Success Manager is responsible for ensuring the success of a portfolio that includes some of Vimeo’s largest customers. As Success Managers, we bring Vimeo's innovations and capabilities to customers and match them to our customers' business goals, driving greater business value and executive alignment between Vimeo and the customer. You're a trusted advisor to our largest customers, providing best practice in areas such as adoption, business outcomes and feature usage. The end result is increased customer happiness, retention and growing Vimeo’s footprint.

What you’ll do:

Act as a trusted advisor, providing proactive and prescriptive guidance to clients, including recommendations for optimizing video workflows, troubleshooting technical issues, and leveraging Vimeo's platform to achieve their specific business objectives.
Serve as the primary operational point of contact for strategic clients, ensuring satisfaction and maximizing the value of Vimeo’s platform.
Facilitate regular check-ins, strategic ideation sessions, and business reviews with client teams.
Monitor platform performance and client KPIs, proactively identifying risks and opportunities for improvement.
Maintain detailed client documentation, including performance reports, action plans, and feedback summaries.
Collaborate with clients to establish business objectives and goals, formulating quantifiable success plans to ensure a demonstrable return on investment.
Responsible for the customer experience and engagement of stakeholders across all stages of the customer lifecycle.
Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores.
Interpret customer insights to drive change in product and advocate on behalf of customers to product teams at Vimeo.

Skills and knowledge you should possess:

5+ years of customer success experience, preferably within a SaaS, media, or consulting organisation
Proven record of identifying customer needs and successfully implementing long-term technology solutions
Strong business acumen and the ability to navigate complex organizations
Ability to multi-task across multiple projects and internal partners
Excellent interpersonal skills both with customers and within an organization
Consistent track record of defining and carrying out key performance indicators
Proactive interest to increase customer satisfaction and deepening customer relationships
Strong presentation and data storytelling skills, with the ability to create clear and engaging visuals.
Bachelor's degree required

Bonus points for:

Knowledge of online video technologies or live streaming technologies
Fluency in Spanish

Base Salary Range:

NYC Metro, Bay Area, Seattle, & Los Angeles: $107,000 - $146,000

This role also includes on-target commissions in addition to base salary.

At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment, and location. Base salary is just one component of Vimeo's total rewards philosophy.

We offer a wide range of benefits, perks, variable compensation and where eligible long-term incentive programs.

We also offer paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurances, wellbeing resources, and more.

#LI-CB1

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

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Sr. Customer Success Manager

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