Customer Success Manager, Vimeo

DACH

Salary not provided
Mid and Senior level
London
Remote from UK

More information about location

Vimeo

All-in-one video experience platform

Job no longer available

Vimeo

All-in-one video experience platform

1001+ employees

B2CContentEntertainmentDigital MediaVideo

Job no longer available

Salary not provided
Mid and Senior level
London
Remote from UK

More information about location

1001+ employees

B2CContentEntertainmentDigital MediaVideo

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

  • 4+ 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

  • Knowledge of online video technologies or live streaming technologies

What the job involves

  • 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

Salary benchmarks

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Insights

Top investors

-9% employee growth in 12 months

Company

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

Funding (2 rounds)

Jan 2021

$300m

GROWTH EQUITY VC

Nov 2020

$150m

GROWTH EQUITY VC

Total funding: $450m

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.

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Kirsty

Company Specialist at Welcome to the Jungle