Customer Success Manager - Remote

Overview

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

In Short

• Act as a trusted advisor, agreeing on business objectives and goals with customers to build measurable success plans to deliver return on investment
• Serve as the primary operational point of contact for customers, ensuring satisfaction and maximizing the value of Vimeo’s platform throughout the entire customer lifecycle
• Facilitate regular check-ins, strategic ideation sessions and business reviews with customer teams.
• Monitor platform performance and client KPIs, proactively identifying risks and opportunities for improvement.
• Maintain detailed client documentation, including performance reports, action plans, and feedback summaries.
• Responsible for the customer experience and engagement of stakeholders across all stages of the customer lifecycle.
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores.
• Interpret customer insights to drive change in product and advocate on behalf of customers to product teams at Vimeo.

Requirements

• 5+ years of customer success experience, preferably within a SaaS, media, or consulting organisation
• Proven record of identifying customer needs and successfully implementing long-term technology solutions
• Strong business acumen and the ability to navigate complex organizations
• Ability to multi-task across multiple projects and internal partners
• Excellent interpersonal skills both with customers and within an organisation
• Consistent track record of defining and carrying out key performance indicators
• Proactive interest to increase customer satisfaction and deepening customer relationships
• Strong presentation and data storytelling skills, with the ability to create clear and engaging visuals.
• Fluent in German and English
• Bachelor's degree required

Benefits

• Knowledge of online video technologies or live streaming technologies