Vice President of Global Customer Success, Vimeo

• The ideal candidate will be a strategic thinker with a strong operational mindset, a proven track record of building and scaling high-performing teams, and a deep understanding of the SaaS customer lifecycle
• 15+ years of progressive leadership experience in Customer Success within a B2B SaaS environment, with at least 7+ years in a senior leadership role (VP or equivalent)
• Demonstrated success in building, scaling, and leading global customer success organizations
• Proven ability to develop and execute comprehensive customer success strategies that drive retention, expansion, and customer lifetime value
• Strong operational acumen with experience in defining and optimizing CS processes, tools, and metrics
• Deep understanding of the entire customer lifecycle, including onboarding, adoption, renewal, and expansion
• Experience with Production Services or similar value-added service offerings within a SaaS context
• Excellent analytical skills with the ability to leverage data to drive decisions and demonstrate business impact
• Exceptional communication, interpersonal, and presentation skills, with the ability to influence and collaborate effectively across all levels of an organization
• A passion for customer success and a relentless focus on delivering exceptional customer experiences
• Bachelor's degree required; Master's degree a plus

Desirable

• Vimeo is seeking an experienced and dynamic VP of Global Customer Success to lead our world-class Customer Success organization
• This critical leadership role will be responsible for driving customer adoption, retention, and expansion across our diverse global customer base
• You will play a pivotal role in shaping our customer journey, ensuring our clients derive maximum value from Vimeo's platform, and ultimately contributing significantly to our continued growth and success
• Global Customer Success Strategy & Leadership:
• Define and execute a comprehensive global customer success strategy that aligns with Vimeo's overall business objectives, focusing on driving customer value, retention, and expansion
• Lead, mentor, and inspire a global team of Customer Success Managers, fostering a culture of customer-centricity, accountability, and continuous improvement
• Develop and implement standardized best practices and playbooks for customer engagement across all segments and regions
• Monitor and analyze key customer success metrics (e.g., NPS, CSAT, churn, renewal rates, expansion revenue) to identify trends, opportunities, and areas for improvement
• Report regularly to executive leadership on the health of the customer base and key initiatives
• Production Services Oversight:
• Oversee and optimize the delivery of Vimeo's Production Services, ensuring seamless execution and high customer satisfaction for clients utilizing these offerings
• Collaborate closely with product and engineering teams to ensure Production Services integrate effectively with the core platform and meet evolving customer needs
• CS Strategy and Operations:
• Partner with Rev Ops to build out and continuously refine the Customer Success operational framework, including tooling, processes, and reporting mechanisms to ensure efficiency and scalability
• Drive initiatives to improve the overall customer experience, leveraging data and insights to identify pain points and optimize touchpoints across the customer journey
• Partner with Rev Ops, Sales, Marketing, and Product to ensure a unified and consistent customer experience from pre-sales to post-implementation
• Implementation Management:
• Lead and optimize the customer onboarding and implementation processes, ensuring efficient and effective setup and adoption of Vimeo's platform
• Develop and manage scalable implementation methodologies that cater to various customer segments and product complexities
• Collaborate with sales and solutions teams to ensure a smooth transition from pre-sales to implementation
• Renewals Management:
• Own and drive the global renewals strategy, partnering with sales to achieve and exceed retention targets
• Develop and implement proactive engagement strategies to mitigate churn risk and drive early renewals
• Analyze renewal trends and provide insights to sales and product teams to inform future strategies
• Solutions & Value Realization:
• Drive the value realization process for customers, ensuring they are leveraging Vimeo's full suite of solutions to achieve their business objectives
• Oversee the development of customer success plans and playbooks that guide customers through their journey and highlight opportunities for expansion
• Partner with product and sales to identify and articulate new solutions and use cases that address evolving customer needs