Vimeo

About the Company

Vimeo 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.

Listed Jobs

Company Name

Vimeo

Job Title

Sr. Director, Customer Success

Job Description

**Job Title:** Sr. Director, Customer Success **Role Summary:** Lead and scale the post‑sale journey for strategic enterprise customers, driving adoption, expansion, and renewal. Own the enterprise Customer Success strategy, improve retention metrics, and represent the voice of the customer across the organization. **Expactations:** - Build and grow a high‑performing Customer Success team. - Increase gross and net retention rates for enterprise accounts. - Serve as executive sponsor for key clients, cultivating C‑level relationships. - Collaborate cross‑functionally to align product, sales, and marketing with customer needs. - Use data and analytics to guide decisions and demonstrate business impact. **Key Responsibilities:** - Develop and execute a comprehensive Customer Success strategy aligned with revenue and growth goals. - Oversee the full customer lifecycle: onboarding, implementation, ongoing engagement, and renewals. - Identify and mitigate churn risks; uncover expansion opportunities within accounts. - Mentor, coach, and set performance targets for Customer Success Managers. - Partner with Sales, Product, Marketing, and Engineering to advocate for client requirements and influence product roadmap. - Act as primary executive liaison for top enterprise customers. **Required Skills:** - 10+ years in Customer Success, Account Management, or related customer‑facing roles; 3‑6 years in senior leadership. - Proven ability to build and scale high‑performing CS teams in B2B SaaS environments. - Demonstrated success improving gross and net retention for strategic/enterprise segments. - Strong strategic thinking, analytical, and data‑driven decision‑making capabilities. - Excellent communication, presentation, and influencing skills at all organizational levels. - Proficiency with Customer Success platforms (e.g., Gainsight, Catalyst, Vitally) and CRM systems (e.g., Salesforce). - “Roll‑up‑sleeves” mindset, bias for action, and comfort in fast‑paced, high‑growth settings. **Required Education & Certifications:** - Bachelor’s degree required (business, technology, or related field preferred). - Advanced degree (MBA or equivalent) and/or relevant certifications (e.g., Customer Success Management, SaaS/CRM certifications) are a plus.

New york, United states

On site

Senior

26-09-2025