Vimeo Sr Customer Success Manager 

Japan, Tokyo 

876947537

What you'll do:

• Oversee a portfolio of Vimeo's Enterprise clients, serving as their trusted advisor and strategic partner.
• Understand and anticipate clients' evolving business needs, proactively identifying opportunities to drive their success and maximize their return on investment with Vimeo.
• Strengthen client relationships through ongoing communication, strategic consultations, and the delivery of innovative solutions.
• Proactively manage customer pipeline and renewals, employing data-driven strategies to meet and exceed monthly and quarterly objectives.
• Conduct engaging and insightful online and in-person Quarterly Business Reviews (QBRs) with key accounts, demonstrating a deep understanding of their business and Vimeo's value proposition.
• Communicate effectively and confidently with C-level executives, presenting Vimeo's solutions and value in a compelling and persuasive manner.
• Actively contribute to the improvement of customer success processes, identifying best practices, and mentoring junior CSM team members.
• Identify opportunities to contribute to the growth and development of the Customer Success team, fostering a culture of collaboration, innovation, and high performance.
• Develop and implement strategies to mitigate churn risk, ensuring high levels of customer satisfaction and retention.

Skills and knowledge you should possess:

• 5+ years of experience in a customer-facing role within the SaaS industry, with a proven track record of success in Enterprise Customer Success Management.
• Demonstrated ability to retain, expand, and grow Enterprise accounts, exceeding revenue targets and driving customer lifetime value.
• Strong leadership potential, with a desire to mentor and develop team members.
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with clients at all levels.
• Ability to multi-task, prioritize, and manage complex projects effectively, while maintaining a high level of attention to detail.
• Thorough working knowledge of video communication technologies and a passion for the evolving landscape of online video.
• Native-level Japanese reading and writing skills, and fluency in English.

Bonus points for:

• Online Video Platform (OVP) experience, or deep knowledge of online video technologies and workflows.
• Knowledge of live streaming technologies and their applications in Enterprise settings.
• Experience managing a $2MM+ Annual Recurring Revenue (ARR) book of business, with a consistent track record of exceeding goals.
• Experience in a high-growth environment, demonstrating adaptability and a willingness to take on new challenges.