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
Bonus points for:
Knowledge of online video technologies or live streaming technologies