Director of Customer Success, Vimeo
3+ days a week in office ( Holborn, London)
All-in-one video experience platform
Be an early applicant
All-in-one video experience platform
1001+ employees
Be an early applicant
3+ days a week in office ( Holborn, London)
1001+ employees
Company mission
Vimeo's mission is to empower video creators to tell exceptional stories, and connect with their audiences and communities.
Role
Who you are
- 8+ years of customer success experience, preferably within a SaaS, Media or Consulting organizations
- 6+ years of experience in a leadership or management role, leading a team of Customer Success Managers or Account Managers in a B2B SaaS environment
- Proven record of identifying customer needs and successfully implementing long-term technology solutions
- Ability to multi-task across multiple projects and internal partners
- Excellent interpersonal skills both with customers and within an organization
- Consistent track record of defining and carrying out key performance indicators
- Proactive interest to increase customer satisfaction and deepen customer relationships
What the job involves
- 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 all aspects of the strategy and execution of our EMEA Customer Success team, ensuring the successful adoption, value realization and growth of a portfolio of customers across Vimeo’s EMEA market
- You will focus on driving success amongst our EMEA client portfolio, ensuring our B2B clients across all segments derive maximum value, and ultimately, driving revenue retention and expansion
- Lead, mentor, and inspire a team of Customer Success Managers to achieve and exceed their goals
- Execute on a customer centric business strategy to ensure successful on-boarding, adoption, retention, renewal and expansion of your customer portfolio
- Develop and refine customer success playbooks tailored to different customer segments, including midmarket and enterprise
- Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores
- Effectively partner with counterparts in Sales, Account Management and Implementation teams to ensure effective success plans are in place for existing and incoming customers
- Provide operational oversight of the business to deliver on targets and important metrics
- Prioritize where we invest our resources and efforts with customers
- Inspire and drive a company-wide culture of Customer Success, creating a strong culture that cultivates customer advocacy
Salary benchmarks
Our take
Vimeo was founded by filmmakers who wanted an efficient way to share videos with others. It is more creator-oriented than YouTube, with professional software, technology, and tools for creators to produce, share, and sell their videos.
In 2007, it became the first online video sharing site to support HD playback for consumers, updating to 4K playback in 2016. Vimeo's app has also been updated to allow recording and live streaming as well as watching video. This service is aimed predominantly at enterprise customers although they have millions of small-time users too.
Vimeo has risen to become the world's biggest ad-free open video platform, with significant funding that has allowed it to expand operations and build up the business. Recently, however, the company has found itself struck by the effects of the economic downturn felt by much of the industry, and has been forced to reduce its workforce - a step taken to ensure it comes out of this rough time "a stronger company". On top of this, it received a hefty fine for failure to remove copyrighted content back in 2019, after losing an appeal against the initial ruling.
In 2024, Vimeo is rumoured to be in the process of acquisition by leading mobile app developer Bending Spoons, which could signify a major shift in the tech landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
Jan 2021
$300m
GROWTH EQUITY VC
Nov 2020
$150m
GROWTH EQUITY VC
Total funding: $450m
Company benefits
- Unlimited paid time off
- Medical and dental
- Daily breakfast, plus snacks and drinks aplenty
- Company outings and events
- Tuition reimbursement
- Company equity
- Company-matched charitable donations
- Parental leave and adoption assistance
Company HQ
Midtown South, New York, NY
Leadership
Adam Gross
(Interim CEO)Currently Board Member at Buildkite. Previously Chair of the Board of Directors at Democracy Works and the CEO of Salesforce.
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