The Director, Customer Success is a vital part of the management team for Vimeo’s broader Customer Success organization. In this role you will lead 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 Enterprise segment, through mentoring and planning for a team of CSMs. Another key part of this role is meeting and engaging with our customers and establishing relationships with key executives within our customer base!

What you'll do: 

• Attract, hire and lead an extraordinary enterprise customer success team
• Execute a customer business outcomes-driven strategy to ensure successful on-boarding, adoption, retention, renewal and expansion of your customer portfolio
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores
• Partner with counterparts in Sales, Account Management and Implementation teams to ensure effective success plans are in place for existing and incoming customers
• Partner with Product on aiding the development and growth of existing and new products for our customers
• Provide operational oversight of the business to deliver on targets and important metrics
• Establish executive-level customer relationships with the most strategic customers
• Inspire and drive a company-wide culture of Customer Success, crafting a strong culture that cultivates customer advocacy

Skills and knowledge you should possess: 

• 10+ years of customer success experience, preferably within a SaaS, Media or Consulting organizations with at least 5 years in a management role
• Strong track record of identifying customer needs and successfully implementing long-term technology solutions
• Excellent communication skills both with customers and within an organization
• Consistent track record of defining and carrying out key performance indicators
• Ability to build trust and rapport with a customer success team
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Comfortable and willing to be a hands-on contributor, on-site with customers
• 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. However, we will consider remote candidates on a case by case basis.