What are the responsibilities and job description for the VP of Customer Success position at Vimeo?
The Vice President, Customer Success Management is a vital part of the leadership team for Vimeo’s broader Customer Success organization. In this role you will lead the strategy and execution of one of our customer success pillars ensuring the successful adoption, value realization and growth of a portfolio of customers across Vimeo’s global market! You will focus primarily on building an extraordinary customer success team and driving achievement of operational objectives and key results. Another key part of this role is meeting and engaging with our customers and establishing relationships with key executives within our customer base.
What you'll do:
- Build and develop a high-performance world-class Customer Success Management team to help scale and grow the business
- Drive successful solution adoption, customer value, retention and expansion goals ultimately improving Vimeo customer lifetime value
- Work with the Vice President, Customer Success Organization, to strategize and implement initiatives relating to the Customer Success Management Pillar.
- Develop and deploy strategies, action plans and playbooks to improve the customer experience, increase customer retention and enable account growth
- Drive operational improvements which streamline processes, leverage automation and enable scale
- Mentor and coach team leaders, hire and develop talent, lead to high performance and create an inclusive team culture
- Nurture C-level relationships across accounts to solidify our partnership and dedication to the customer while penetrating the account deeper
- Create evangelists by listening to customers closely and delighting them with our user experience and service
- Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success Organization
- Create an environment of innovation and continual improvement to re-imagine how we deliver customer success in Vimeo’s customer base
- Serve as an inspiring leader in the Customer Success organization by keeping up to speed on the latest practices and available tools
Skills and knowledge you should posses:
- 15 years of growing responsibility in enterprise-level leadership in customer success, account management, strategic consulting organization.
- Demonstrated success in building a Success, Renewals, or Customer Engagement function
- Consistent track record of overachievement of quota and important metrics and strong organizational, operational and analytical skills
- Prior revenue responsibility for large book of software maintenance or renewal business
- Leader and motivator, with deep experience building and leading a successful team
- Creative problem-solver who enjoys working in an evolving environment
- Expert presentation development skills (storytelling/design)
- Ability to drive effective and influencing conversations at the C-level
- Strong consulting skills and proven results working as a Trusted Advisor to drive business value for clients or stakeholders
- A deep understanding of value drivers in recurring revenue business models
- Highly collaborative and excels in highly matrixed environment
- Enthusiastic and creative leader with the ability to inspire others
- Excellent verbal and written communication skills. Tried experience building strong internal and external relationships
- Bachelor's degree required
Bonus points for:
- Knowledge of online video technologies or live streaming technologies
- Strong customer success platforms (e.g. Gainsight, ChurnZero, Totango) experience an advantage