The Senior Manager, Customer Success is a vital part of the management team for Vimeo’s broader Customer Success organization. In this role you will lead all aspects of the strategy and execution of one of our customer success teams, ensuring the successful adoption, value realization and growth of a portfolio of customers across Vimeo’s Americas market. You will focus primarily on driving success within our Corporate and Strategic Customer segment, through mentoring and planning for a team of Senior Customer Success Managers!

What you'll do: 

• Lead, mentor, and develop a team of Senior customer success managers, fostering a culture of excellence, collaboration, and continuous improvement
• Develop and implement comprehensive customer success strategies to drive customer satisfaction, retention, and growth
• Serve as a primary advocate for customers, ensuring their voices are heard within the organization and driving initiatives to address their needs and challenges
• Build and maintain strong relationships with key stakeholders, including executive leadership, sales, product management, and 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, and drive performance optimization
• Develop and implement strategies to proactively identify and address potential churn risks, driving customer retention and renewal rates
• Collaborate with sales and marketing teams to ensure seamless handoffs between pre-sales and post-sales activities, driving a cohesive customer experience
• Stay informed about industry trends, best practices, and emerging technologies in customer success management, driving continuous improvement and innovation within the team

Skills and 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 and 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 and customer lifecycle management
• Excellent communication, interpersonal, and leadership skills
• Strategic thinker with the ability to drive results and execute on initiatives in a fast-paced environment
• Analytical mindset with the ability to leverage data to drive decision-making and performance optimization
• Customer-centric mindset with a passion for advocating for customers and 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 and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment and a candidate’s home base.

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! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, and more.

About Us:

Vimeo (NASDAQ:VMEO) is the world’s most innovative video experience platform. We enable anyone to create high-quality video experiences to connect better and bring ideas to life. We proudly serve our growing community of nearly 300 million users — from creative storytellers to globally distributed teams at the world’s 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 and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.