Vimeo Enterprise Customer Experience Manager 

United States, New York, New York 

632764921

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