VP, Global Customer Success

Vimeo is seeking an experienced and dynamic VP of Global Customer Success to lead our world-class Customer Success organization. This critical leadership role will be responsible for driving customer adoption, retention, and expansion across our diverse global customer base. The ideal candidate will be a strategic thinker with a strong operational mindset, a proven track record of building and scaling high-performing teams, and a deep understanding of the SaaS customer lifecycle.

You will play a pivotal role in shaping our customer journey, ensuring our clients derive maximum value from Vimeo's platform, and ultimately contributing significantly to our continued growth and success.

What you'll do:

• Global Customer Success Strategy & Leadership:
  
• Define and execute a comprehensive global customer success strategy that aligns with Vimeo's overall business objectives, focusing on driving customer value, retention, and expansion.
• Lead, mentor, and inspire a global team of Customer Success Managers, fostering a culture of customer-centricity, accountability, and continuous improvement.
• Develop and implement standardized best practices and playbooks for customer engagement across all segments and regions.
• Monitor and analyze key customer success metrics (e.g., NPS, CSAT, churn, renewal rates, expansion revenue) to identify trends, opportunities, and areas for improvement.
• Report regularly to executive leadership on the health of the customer base and key initiatives.
• Production Services Oversight:
  
• Oversee and optimize the delivery of Vimeo's Production Services, ensuring seamless execution and high customer satisfaction for clients utilizing these offerings.
• Collaborate closely with product and engineering teams to ensure Production Services integrate effectively with the core platform and meet evolving customer needs.
• CS Strategy and Operations:
  
• Partner with Rev Ops to build out and continuously refine the Customer Success operational framework, including tooling, processes, and reporting mechanisms to ensure efficiency and scalability.
• Drive initiatives to improve the overall customer experience, leveraging data and insights to identify pain points and optimize touchpoints across the customer journey.
• Partner with Rev Ops, Sales, Marketing, and Product to ensure a unified and consistent customer experience from pre-sales to post-implementation.
• Implementation Management:
  
• Lead and optimize the customer onboarding and implementation processes, ensuring efficient and effective setup and adoption of Vimeo's platform.
• Develop and manage scalable implementation methodologies that cater to various customer segments and product complexities.
• Collaborate with sales and solutions teams to ensure a smooth transition from pre-sales to implementation.
• Renewals Management:
  
• Own and drive the global renewals strategy, partnering with sales to achieve and exceed retention targets.
• Develop and implement proactive engagement strategies to mitigate churn risk and drive early renewals.
• Analyze renewal trends and provide insights to sales and product teams to inform future strategies.
• Solutions & Value Realization:
  
• Drive the value realization process for customers, ensuring they are leveraging Vimeo's full suite of solutions to achieve their business objectives.
• Oversee the development of customer success plans and playbooks that guide customers through their journey and highlight opportunities for expansion.
• Partner with product and sales to identify and articulate new solutions and use cases that address evolving customer needs.

What you'll bring:

• 15+ years of progressive leadership experience in Customer Success within a B2B SaaS environment, with at least 7+ years in a senior leadership role (VP or equivalent).
• Demonstrated success in building, scaling, and leading global customer success organizations.
• Proven ability to develop and execute comprehensive customer success strategies that drive retention, expansion, and customer lifetime value.
• Strong operational acumen with experience in defining and optimizing CS processes, tools, and metrics.
• Deep understanding of the entire customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Experience with Production Services or similar value-added service offerings within a SaaS context.
• Excellent analytical skill