The Digital Customer Success Manager plays a crucial role in ensuring the long-term success of our clients by optimizing their experience with Vimeo’s products and services. As a bridge between our customers and our technology, you will be responsible for understanding customer needs, guiding them through their digital journey, and ensuring they achieve their desired outcomes. This position requires a blend of technical acumen, customer service excellence, and a strategic mindset.
Vimeo is seeking their first Sr. Digital Customer Success Manager (Digital CSM) dedicated to this program. In this role, the Sr. Digital CSM will engage with the Enterprise customer base at scale. Initially reporting to the Vice President of Customer Success, the Digital CSM will help to establish a new way of providing success guidance by leveraging technology, automations, data and scaled strategies to promote adoption and expansion across the customer cohort.
What you'll do:
- Develop and maintain strong relationships with a portfolio of clients, understanding their business goals and how our digital solutions can support their success
- Consult and advise on best practices for Vimeo’s fastest growing, high volume, Enterprise cohort of customers that have lower ARR and limited implementation needs
- Manage volume of responses of an evolving one-to-many customer request process, such as ticketing or email system, and maintain a resolution SLA
- Proactively utilize data and analytics to assess customer health and implement repeatable strategies to drive product adoption, growth and customer satisfaction and to mitigate churn risk
- Establish ways to creatively prepare and deliver consistent touch points and regular performance reports to clients as they move along the customer journey. This could include, but are not limited, to business reviews, service reports and benchmark data en masse
- Prepare and deliver regular performance reports to CX leadership, highlighting value and ROI. Extract relevant program learnings from a scaled environment to identify trends that would help drive overall Customer Success strategy
- Partner with CX & Digital Operations to design and use repeatable strategies to activate and expand use cases and mitigate risk within accounts
- Partner with CX & Digital Operations to establish best practices for scaled communication strategies using Vimeo tools, marketing email campaigns and other programming
- Provide ongoing training and enablement to customers, including resolving adoption issues
- Act as the voice of the customer within the company, contributing to product development and improvement of Vimeo’s functionality and ensuring customer needs and challenges are addressed
Skills and knowledge you should possess:
- 3+ years of experience in a customer-facing role within the SaaS industry
- Comfortable analyzing/interpreting usage data to determine best path forward
- Strong experience managing Enterprise-level relationships and exceeding customer KPIs
- Demonstrated ingenuity in customer communication styles to demonstrate product adoption
- Comfortable dealing with ambiguity and change, working within a quickly evolving program from the ground up
- Self motivated and positive demeanor
- Proven ability to manage multiple accounts and projects simultaneously, with attention to detail and organizational skills
- Experience with CRM and Customer Success software
Bonus points for:
- Comfortable in high growth or startup tech environments
- Experience with identifying data trends for customer strategy
- Certification in Customer Success Management
Targeted Base Salary Range: $90,900 - $138,500
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 better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed 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. 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.
