Sr. Manager, Customer Insights & Readiness (Support)

As the senior manager of Customer Insights and Readiness (Support), you will play a pivotal role in shaping Vimeo's customer experience. You will oversee a team of Support Product Leads who serve as a critical bridge between Customer Support, Product, and Engineering teams. By digging deep into customer interactions, you and the team will distill and surface actionable insights that drive product improvements.

Beyond insights, you will instill a high level of operational rigor to ensure our support teams possess the necessary product knowledge and tooling to provide exceptional customer service. Your ability to refine and develop workflows, track progress, and proactively address challenges will be key to your success and that of your team.

What You’Ll Do:

Team Leadership & Development:

Customer Insights And Advocacy:

• Develop and implement a robust system for gathering, analyzing, and reporting on product-specific customer feedback, pain points, technical issues, and feature requests.
• Utilize strong business acumen to separate critical insights from general noise, focusing the team's efforts on high-impact areas.
• Transform insights into clear, compelling narratives, collaborating with Product Management to champion the customer's voice and drive meaningful product improvements.
• Develop interactive reports and dashboards that synthesize customer insights from various data sources, guiding customer-centric decisions, and measuring your and your team's impact on the product roadmap.
• Build strong relationships with key organizational stakeholders, positioning yourself and your team as the Voice of the Customer champions.

Operational Rigor & Service Readiness:

Skills and knowledge you should possess:

• 3+ years of experience in a customer support leadership role (of 4+ members), with a demonstrated track record of hands-on data analysis, insights generation, and cross-functional collaboration.
• Deep, proven experience with operational rigor: You know how to evaluate, plan, and enhance work methodologies and project tracking frameworks to drive efficiency and productivity.
• Expert-level understanding of customer support operations and processes, including direct experience with tools like Zendesk.
• Excellent storytelling and presentation skills, with the ability to communicate complex concepts and compelling narratives to executive-level stakeholders.
• Proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore.
• Experience with Voice of Customer (VOC) methodologies.
• A hands-on, proactive, and "can-do" mentality is essential.

Base Salary Range:

• NYC Metro, Bay Area, Seattle, & Los Angeles:    $1118,000 - $162,250 
• All other US cities outside above metro areas:   $106,200 - $146,025

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.