What you’ll do:
- Program Development and Implementation: Design and implement customer experience initiatives that drive onboarding, adoption, retention, and organic growth
- Project Manage: Develop the program’s project roadmap, collaborate with cross-functional teams to ensure alignment and execute toward successful initiative rollout
- Measure Success: Track, measure and evaluate program KPIs and SLAs including reporting and dashboards
- Manage Capacity: Enhance team capacity by standardizing and automating time-consuming activities
- Training and Enablement: Develop and deliver training materials and resources to empower Customer Success team members to execute programs effectively
- Power Internal Feedback Loop : Maintain relationships across teams to highlight customer priorities such as support, Vimeo Academy curriculum and product
- Tell a Data Story: Analyze data to understand customer health and develop Customer Success playbooks and recommendations for product usage improvement
- Drive Innovation: Stay updated with the latest developments onboarding, customer success and retention best practices to continuously improve our strategies
Skills and knowledge you should possess:
- 5+ years of Experience in Customer Success, Customer Operations, or related field at a high growth tech company
- Self-starter, ability to work independently to make decisions in nuanced situations
- Experience building products, system workflows and/or processes to improve internal operations
- Strong leadership and diplomatic stakeholder management skills
- Excellent analytical, problem-solving abilities
- Ability to communicate effectively and proactively with stakeholders at all levels of the organization
- Strong project management skills, organization and attention to detail
- A curious and, learning mindset
- Keen eye for assessing risk and ability to escalate appropriately
Bonus points (nice skills to have, but not needed):
- Experience at a scaling SaaS company
- Video / Vimeo familiarity
- Familiarity with PMP or Agile project management philosophies
- Experience implementing change management plans
- Willingness to fail and try new things