Overview

The Director, Customer Success is a key member of Vimeo’s management team, leading strategy and execution for the EMEA Customer Success organization. You will drive adoption, value realization and growth for a portfolio of customers across Vimeo’s EMEA market, focusing on B2B clients to maximize value, revenue retention and growth.

This position is hybrid with the expectation to be in the office ~3 days/week.

Responsibilities

• Lead, mentor, and inspire a team of Customer Success Managers to achieve and exceed their goals
• Execute a customer-centric business strategy to ensure successful onboarding, adoption, retention, renewal and expansion of your customer portfolio
• Develop and refine customer success playbooks tailored to different customer segments, including midmarket and enterprise
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores
• Partner effectively with Sales, Account Management and Implementation teams to ensure successful plans for existing and incoming customers
• Provide operational oversight of the business to deliver on targets and key metrics
• Prioritize resource allocation and investment across customer relationships
• Inspire and drive a company-wide culture of Customer Success, fostering customer advocacy

Qualifications

• 8+ years of customer success experience, preferably within a SaaS, media or consulting organization
• 6+ years in a leadership or management role, leading a team of Customer Success Managers or Account Managers in a B2B SaaS environment
• Proven ability to identify customer needs and implement long-term technology solutions
• Ability to multi-task across multiple projects and internal partners
• Excellent interpersonal skills with customers and within an organization
• Consistent track record of defining and tracking key performance indicators
• Proactive interest in increasing customer satisfaction and deepening relationships

About Us

Vimeo (NASDAQ: VMEO) is the world\'s most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect ideas to life. We serve a global community of millions of users, from creative storytellers to teams at the world\'s largest companies, whose videos receive billions of views each month. Learn more at www.vimeo.com.

Vimeo is headquartered in New York City with offices around the world. We are committed to diversity, equity, and inclusion in how we build our products, develop our leaders, and strengthen our culture. We are an equal opportunity employer.