Sr. Customer Marketing Manager

Vimeo is the leading all-in-one video software solution for businesses. We empower organizations of all sizes to create, manage, and share high-quality video content to drive engagement, communication, and growth. From live streaming and video editing to hosting and analytics, Vimeo provides a comprehensive platform for businesses to leverage the power of video. We are dedicated to fostering a vibrant community of creators and businesses, and we are looking for a passionate Customer Marketing Manager to help us amplify their stories.  

Role Overview:

We are seeking a strategic and results-driven Senior Customer Marketing Manager to champion our customer advocacy and engagement initiatives within Vimeo's dynamic B2B SaaS environment, focused on video solutions. Leveraging a blend of Sales-Led Growth and Product-Led Growth strategies, you will be instrumental in building a robust customer advocacy engine. You'll be responsible for developing and executing comprehensive strategies to cultivate strong customer relationships, drive impactful advocacy, and maximize customer lifetime value. Utilizing data-driven insights and innovative tools, you will build and manage programs that amplify our brand, foster loyalty, and drive tangible business outcomes. This role reports directly to our Director Customer Marketing.

Responsibilities:

Develop and Execute Customer Advocacy Programs (SLG & PLG focused):

• Design and implement strategic customer advocacy programs that drive referrals, testimonials, case studies, and user-generated (video) content tailored to both sales-driven and product-driven customer journeys specific to Vimeo's video solutions.
• Utilize Deeto or similar platforms to manage, scale, and gamify advocacy initiatives to track program performance and optimize engagement. 
• Identify and cultivate key customer advocates, building strong relationships and fostering a community of brand champions across various user segments, including those who utilize Vimeo for internal communications, marketing, live events and filmmaking.

Case Study Development and Management:

• Shape Customer Story strategy ensuring that each of Vimeo’s business verticals are represented across marketing material and campaigns.
• Proactively identify and develop compelling customer success stories and video case studies that highlight the value of Vimeo's video platform to each buyer persona.
• Manage the end-to-end case study process, including customer interviews, video content creation, and distribution.

Customer Review Management (G2, Trustpilot, etc.):

• Develop and execute strategies to drive positive customer reviews and ratings on platforms like G2, Trustpilot, and other relevant review sites, focusing on Vimeo's strengths in video solutions.
• Monitor and respond to customer reviews, addressing both positive and negative feedback promptly and professionally.
• Analyze review data to identify trends and insights that can inform product development and customer experience improvements related to video workflows.

Customer Engagement and Retention:

• Develop and execute targeted customer communication strategies to enhance engagement and retention, focusing on sales-driven and product-driven video creation and distribution touchpoints.  
• Create and manage customer feedback loops to gather insights and identify areas for improvement, particularly related to video platform usage and sales effectiveness.
• Plan and execute customer events, webinars, and other engagement activities to foster community and build relationships, focusing on demonstrating Vimeo's video capabilities and sales enablement.

Content Creation and Management (Video First):

• Lead the development of compelling customer success stories, case studies, and testimonials, with a strong emphasis on leveraging video content to drive advocacy and engagement across various marketing channels.
• Strategically manage and curate customer-generated video content, ensuring alignment with brand messaging and maximizing its impact across marketing channels.
• Establish and maintain consistent messaging and brand alignment across all customer-facing communications, acting as a brand guardian to ensure quality and effectiveness.

Performance Measurement and Reporting:

• Define and track key performance indicators (KPIs) for customer advocacy, video case study production, and review management programs.
• Analyze data and generate reports to measure program effectiveness and identify areas for optimization, focusing on demonstrating ROI and impact on sales and product adoption of Vimeo's video tools.
• Provide regular, data-driven updates and strategic insights to senior management, demonstrating the impact of customer marketing on key business objectives, highlighting wins and areas forf improvement, and influencing future strategy.

Cross-Functional Collaboration:

• Work closely with sales, product, and customer success teams to align customer marketing initiatives with overall business goals, particularly in the context of SLG and PLG strategies within the video space.  
• Spearhead the integration of customer advocacy into broader marketing campaigns, ensuring alignment with product messaging and sales enablement strategies
• Collaborate with customer success and product teams to strategically identify power users, transforming them into enthusiastic brand advocates

Qualifications:

• Bachelor's degree in marketing, communications, or a related field.
• 5 - 7 years of experience in customer marketing, advocacy, or related roles, ideally within a B2B SaaS environment.
• Proven track record of developing and executing successful customer advocacy programs, with experience in both SLG and PLG models.
• Experience managing customer reviews and ratings on platforms like G2, Trustpilot, etc.
• Experience producing case studies.
• Experience using customer advocacy platforms like Deeto, Influitive, or similar tools.
• Strong understanding of customer engagement and retention strategies within a SaaS context.
• Excellent communication, interpersonal, and presentation skills.
• Data-driven mindset with strong analytical and reporting skills.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Experience with CRM software like Salesforce or Hubspot.

Preferred Qualifications:

• Experience in SaaS technology, preferably with a PLG/SS and Sales-Led Growth model, video experience a plus. 
• Experience with marketing automation platforms.
• Experience leading a customer advocacy program from the ground up in a B2B SaaS setting.
• Experience marketing to decision-makers in an industry-agnostic business. Experience with finserv, healthcare, e-learning, retail, technology, and marketing all a plus. 

Base Salary Range:

• NYC Metro, Bay Area, Seattle, & Los Angeles:    $143,000 - $197,000
• All other US cities outside above metro areas:    $128,700 - $177,300

Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! 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.

About Us: