Customer Success Manager II (DACH)

InterActiveCorp; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the video experience sector is seeking a Customer Success Manager to enhance customer satisfaction and retention. You will act as a trusted advisor, ensuring clients achieve their business goals with Vimeo's platform. The role involves monitoring performance, facilitating strategic sessions, and advocating for customer needs. Ideal candidates will have strong interpersonal skills, business acumen, and a background in customer success within SaaS or media. This position is based in London, with potential for remote work.

Qualifications

• 4+ years of customer success experience in SaaS or media.
• Proven record of identifying customer needs and implementing solutions.

Responsibilities

• Act as a trusted advisor to customers, building success plans.
• Monitor platform performance and client KPIs.
• Facilitate regular check-ins and strategic sessions.

Skills

Customer Success

Business Acumen

Interpersonal Skills

Data Storytelling

Fluency in German

Education

Bachelor's degree

Job description

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.

What you’ll do:

• 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.
  
  

Skills and knowledge you should possess:

• 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
• Knowledge of online video technologies or live streaming technologies

Location:

This role will be based in Vimeo’s London office. However, we will consider remote candidates on a case by case basis.

About Us:

Vimeo (NASDAQ: VMEO) 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. Learn more at www.vimeo.com .

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

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