The Senior Customer Success Manager is responsible for ensuring the success of a portfolio of Vimeo’s largest customers. As Success Managers we will bring Vimeo's innovations and capabilities to customers and match them to the customers' business goals, driving greater business value and executive alignment between Vimeo and the customer. As a Senior Customer Success Manager, you're a trusted advisor to our largest customers, orchestrating our success services and providing best practice in areas such as adoption, business outcomes and feature usage. The end result is increased customer happiness, retention and expansion of Vimeo’s footprint.

What you'll do: 

• Agree on business objectives and goals with customers to build measurable success plans to deliver ROI
• Accountable for customer and Vimeo stakeholders throughout the entire customer lifecycle
• Act as a trusted advisor offering proactive and prescriptive advice and practical solutions to stakeholders
• Advocate and act as the voice of customers within Salesforce
• Execute on 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, customer satisfaction and NPS scores 
• Interpret customer insights to drive change in product and act as voice of customer to product teams at Vimeo

Skills and knowledge you should possess: 

• 4+ years of customer success experience, preferably within a SaaS, Media or Consulting organizations
• Strong track record of identifying customer needs and successfully implementing long-term technology solutions
• Ability to multi-task across multiple projects and internal partners
• Excellent communication skills both with customers and within an organization
• Strong track record of defining and executing against key performance indicators
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Bachelor's degree required

Bonus points for: 

• Knowledge of online video technologies or live streaming technologies 
• Experience managing a $2MM+ Annual Recurring Revenue (ARR) book of business

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.