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

What you'll do: 

• Agree on business objectives & goals with customers to build measurable success plans to deliver return on investment
• Accountable for customer & Vimeo stakeholders throughout the entire customer lifecycle
• Act as an advisor offering proactive & prescriptive advice & practical solutions to partners
• Advocate & act as the voice of customers within Salesforce
• Execute on a customer business outcomes-driven strategy to ensure successful on-boarding, adoption, retention, renewal & expansion of your customer portfolio
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction & NPS scores
• Interpret customer insights to drive change in product advocate on behalf of customer to product teams at Vimeo

Skills & knowledge you should possess: 

• 4+ years of customer success experience, preferably within a SaaS, Media or Consulting organizations
• Proven record of identifying customer needs & successfully implementing long-term technology solutions
• Ability to multi-task across multiple projects & internal partners
• Excellent interpersonal skills both with customers & within an organization
• Consistent track record of defining & carrying out key performance indicators
• Proactive interest to increase customer satisfaction & deepen customer relationships
• Bachelor's degree required

Bonus points for: 

• Knowledge of online video technologies or live streaming technologies

Location

This role will be based in one of our US Offices, preferably our New York HQ or Boston.