Sr. Director, Customer Success

As the Senior Director of Customer Success, you will be responsible for leading and scaling our entire post-sale customer journey for our strategic, enterprise customer set. Your primary focus will be on driving a proactive, value-driven strategy to ensure our enterprise clients successfully adopt, expand, and renew their partnership with us. Reporting to our VP of Global Customer Success, you will be instrumental in scaling our Customer Success function, building an exceptional team, and ensuring our enterprise clients achieve maximum value from our technologies and services. 

Responsibilities:

• Strategic Leadership: Develop and execute a comprehensive Customer Success strategy that aligns with company goals for revenue growth and retention, with a strong focus on our largest, enterprise accounts.
• Customer Lifecycle Management: Oversee and optimize the entire customer lifecycle, from seamless implementation and onboarding to ongoing engagement and successful renewals.  Understand how to assess, close or escalate process gaps.
• Retention & Expansion: Drive significant improvements in gross and net retention rates by proactively managing customer health, mitigating risks, and identifying opportunities for expansion within our client base.
• Team Leadership: Lead, mentor, and grow a high-performing team of Customer Success Managers, setting clear performance goals and fostering a culture of excellence and continuous improvement.
• Cross-Functional Collaboration: Serve as a key voice for the customer within the organization, partnering with Sales, Product, Marketing, and Engineering to advocate for client needs and drive product innovation.
• Executive Relationships: Act as an executive sponsor for our most important clients, building and nurturing C-level relationships to ensure long-term partnership and mutual success.

Qualifications:

• 10+ years of progressive experience in Customer Success, Account Management, or a related customer-facing role, with at least 3-6 years in a leadership position.
• Proven track record of building, scaling, and leading high-performing Customer Success teams at a B2B SaaS company.
• Demonstrable experience in driving significant improvements in gross and net retention rates, specifically within strategic or enterprise client segments.
• Deep understanding of the B2B SaaS business model and the entire customer lifecycle, from initial onboarding and implementation through retention, expansion, and renewals.
• Strong strategic and analytical skills, with the ability to use data to inform decisions and drive business outcomes.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Experience with Customer Success platforms (e.g., Gainsight, Catalyst, Vitally) and CRM software (e.g., Salesforce).
• A “roll up sleeves” attitude, bias to action, and the ability to thrive in a fast-paced, high-growth environment.

Base Salary Range:

• NYC Metro, Bay Area, Seattle, & Los Angeles:    $184,000 - $251,500
• All other US cities outside above metro areas:    $165,600 - $226,350 

This role also includes on-target commissions in addition to base salary.

Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! We also offer paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurances, wellbeing resources, and more.

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About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.   Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.