Customer Success Manager, Vimeo

• 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

Desirable

• 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
• 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