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The Senior Manager, Customer Success is a vital part of the management team for Vimeos broader Customer Success organization. In this role you will lead all aspects of the strategy & execution of one of our customer success teams, ensuring the successful adoption, value realization & growth of a portfolio of customers across Vimeos Americas market. You will focus primarily on driving success within our Corporate & Strategic Customer segment, through mentoring & planning for a team of Senior Customer Success Managers!
What you'll do:
- Lead, mentor, & develop a team of Senior customer success managers, fostering a culture of excellence, collaboration, & continuous improvement
- Develop & implement comprehensive customer success strategies to drive customer satisfaction, retention, & growth
- Serve as a primary advocate for customers, ensuring their voices are heard within the organization & driving initiatives to address their needs & challenges
- Build & maintain strong relationships with key stakeholders, including executive leadership, sales, product management, & support teams, to align customer success initiatives with overall business objectives
- Track success metrics to measure the effectiveness of customer success initiatives, identify areas for improvement, & drive performance optimization
- Develop & implement strategies to proactively identify & address potential churn risks, driving customer retention & renewal rates
- Collaborate with sales & marketing teams to ensure seamless handoffs between pre-sales & post-sales activities, driving a cohesive customer experience
- Stay informed about industry trends, best practices, & emerging technologies in customer success management, driving continuous improvement & innovation within the team
Skills & knowledge you should possess:
- Bachelor's degree in business administration, marketing, or related field (Master's degree preferred)
- 5 + years of experience leading customer success management or related roles
- Proven track record of successfully managing & developing high-performing customer success teams
- Experience building relationships with Enterprise-level customers including large corporations with multiple departments
- Strong understanding of SaaS business models & customer lifecycle management
- Excellent communication, interpersonal, & leadership skills
- Strategic thinker with the ability to drive results & execute on initiatives in a fast-paced environment
- Analytical mindset with the ability to leverage data to drive decision-making & performance optimization
- Customer-centric mindset with a passion for advocating for customers & driving customer success
Bonus points for:
- Knowledge of online video technologies or live streaming technologies
- Airtable usage
Targeted Base Salary Range: $110,700 - $169,500
The base salary range listed above is for candidates located in the U.S., including the New York City metro area.
At Vimeo, we strive to hire & nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment & a candidates home base.
Base salary is just one component of Vimeos total rewards philosophy. We offer a wide range of benefits & perks that appeal to the variety of needs across our diverse employee base! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, & more.
About Us:
Vimeo (NASDAQ:VMEO) is the worlds most innovative video experience platform. We enable anyone to create high-quality video experiences to connect better & bring ideas to life. We proudly serve our growing community of nearly 300 million users from creative storytellers to globally distributed teams at the worlds largest companies. 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 & global community. Were proud to be an equal opportunity employer where diversity, equity, & inclusion is championed in how we build our products, develop our leaders, & strengthen our culture.
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