The Digital Customer Success Manager plays a crucial role in ensuring the long-term success of our clients by optimizing their experience with Vimeos products & services. As a bridge between our customers & our technology, you will be responsible for understanding customer needs, guiding them through their digital journey, & ensuring they achieve their desired outcomes. This position requires a blend of technical acumen, customer service excellence, & a strategic mindset.

Vimeo is seeking their first Sr. Digital Customer Success Manager (Digital CSM) dedicated to this program. In this role, the Sr. Digital CSM will engage with the Enterprise customer base at scale. Initially reporting to the Vice President of Customer Success, the Digital CSM will help to establish a new way of providing success guidance by leveraging technology, automations, data & scaled strategies to promote adoption & expansion across the customer cohort. 

What you'll do: 

• Develop & maintain strong relationships with a portfolio of clients, understanding their business goals & how our digital solutions can support their success
• Consult & advise on best practices for Vimeos fastest growing, high volume, Enterprise cohort of customers that have lower ARR & limited implementation needs
• Manage volume of responses of an evolving one-to-many customer request process, such as ticketing or email system, & maintain a resolution SLA
• Proactively utilize data & analytics to assess customer health & implement repeatable strategies to drive product adoption, growth & customer satisfaction & to mitigate churn risk
• Establish ways to creatively prepare & deliver consistent touch points & regular performance reports to clients as they move along the customer journey. This could include, but are not limited, to business reviews, service reports & benchmark data en masse
• Prepare & deliver regular performance reports to CX leadership, highlighting value & ROI. Extract relevant program learnings from a scaled environment to identify trends that would help drive overall Customer Success strategy
• Partner with CX & Digital Operations to design & use repeatable strategies to activate & expand use cases & mitigate risk within accounts
• Partner with CX & Digital Operations to establish best practices for scaled communication strategies using Vimeo tools, marketing email campaigns & other programming
• Provide ongoing training & enablement to customers, including resolving adoption issues
• Act as the voice of the customer within the company, contributing to product development & improvement of Vimeos functionality & ensuring customer needs & challenges are addressed

Skills & knowledge you should possess: 

• 3+ years of experience in a customer-facing role within the SaaS industry
• Comfortable analyzing/interpreting usage data to determine best path forward
• Strong experience managing Enterprise-level relationships & exceeding customer KPIs
• Demonstrated ingenuity in customer communication styles to demonstrate product adoption
• Comfortable dealing with ambiguity & change, working within a quickly evolving program from the ground up
• Self motivated & positive demeanor
• Proven ability to manage multiple accounts & projects simultaneously, with attention to detail & organizational skills
• Experience with CRM & Customer Success software

Bonus points for: 

• Comfortable in high growth or startup tech environments 
• Experience with identifying data trends for customer strategy 
• Certification in Customer Success Management

Targeted Base Salary Range:  $90,900 - $138,500