VP, Global Customer Success

Vimeo is seeking an experienced and dynamic VP of Global Customer Success to lead our world-class Customer Success organization. This critical leadership role will be responsible for driving customer adoption, retention, and expansion across our diverse global customer base. The ideal candidate will be a strategic thinker with a strong operational mindset, a proven track record of building and scaling high-performing teams, and a deep understanding of the SaaS customer lifecycle.

You will play a pivotal role in shaping our customer journey, ensuring our clients derive maximum value from Vimeo's platform, and ultimately contributing significantly to our continued growth and success.

What you'll do:

• Global Customer Success Strategy & Leadership:
  
• Define and execute a comprehensive global customer success strategy that aligns with Vimeo's overall business objectives, focusing on driving customer value, retention, and expansion.
• Lead, mentor, and inspire a global team of Customer Success Managers, fostering a culture of customer-centricity, accountability, and continuous improvement.
• Develop and implement standardized best practices and playbooks for customer engagement across all segments and regions.
• Monitor and analyze key customer success metrics (e.g., NPS, CSAT, churn, renewal rates, expansion revenue) to identify trends, opportunities, and areas for improvement.
• Report regularly to executive leadership on the health of the customer base and key initiatives.
• Production Services Oversight:
  
• Oversee and optimize the delivery of Vimeo's Production Services, ensuring seamless execution and high customer satisfaction for clients utilizing these offerings.
• Collaborate closely with product and engineering teams to ensure Production Services integrate effectively with the core platform and meet evolving customer needs.
• CS Strategy and Operations:
  
• Partner with Rev Ops to build out and continuously refine the Customer Success operational framework, including tooling, processes, and reporting mechanisms to ensure efficiency and scalability.
• Drive initiatives to improve the overall customer experience, leveraging data and insights to identify pain points and optimize touchpoints across the customer journey.
• Partner with Rev Ops, Sales, Marketing, and Product to ensure a unified and consistent customer experience from pre-sales to post-implementation.
• Implementation Management:
  
• Lead and optimize the customer onboarding and implementation processes, ensuring efficient and effective setup and adoption of Vimeo's platform.
• Develop and manage scalable implementation methodologies that cater to various customer segments and product complexities.
• Collaborate with sales and solutions teams to ensure a smooth transition from pre-sales to implementation.
• Renewals Management:
  
• Own and drive the global renewals strategy, partnering with sales to achieve and exceed retention targets.
• Develop and implement proactive engagement strategies to mitigate churn risk and drive early renewals.
• Analyze renewal trends and provide insights to sales and product teams to inform future strategies.
• Solutions & Value Realization:
  
• Drive the value realization process for customers, ensuring they are leveraging Vimeo's full suite of solutions to achieve their business objectives.
• Oversee the development of customer success plans and playbooks that guide customers through their journey and highlight opportunities for expansion.
• Partner with product and sales to identify and articulate new solutions and use cases that address evolving customer needs.

What you'll bring:

• 15+ years of progressive leadership experience in Customer Success within a B2B SaaS environment, with at least 7+ years in a senior leadership role (VP or equivalent).
• Demonstrated success in building, scaling, and leading global customer success organizations.
• Proven ability to develop and execute comprehensive customer success strategies that drive retention, expansion, and customer lifetime value.
• Strong operational acumen with experience in defining and optimizing CS processes, tools, and metrics.
• Deep understanding of the entire customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Experience with Production Services or similar value-added service offerings within a SaaS context.
• Excellent analytical skills with the ability to leverage data to drive decisions and demonstrate business impact.
• Exceptional communication, interpersonal, and presentation skills, with the ability to influence and collaborate effectively across all levels of an organization.
• A passion for customer success and a relentless focus on delivering exceptional customer experiences.
• Bachelor's degree required; Master's degree a plus.

Bonus Points:

• Experience in the video technology or media industry.
• Familiarity with Salesforce, Gainsight, or other leading CRM and CS platforms.

Base Salary Range:

• NYC Metro, Bay Area, Seattle, & Los Angeles:    $212,000 - $291,500
• All other US cities outside above metro areas:    $190,800 - $262,350

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.

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