Director, Customer Marketing

As the Director, Customer Marketing at Vimeo, you will be responsible for developing and leading a comprehensive customer marketing strategy that drives advocacy, engagement, and customer lifetime value. You will manage a high-performing team, fostering a culture of innovation and collaboration. You will be a strategic partner to sales, product, and customer success, ensuring alignment on customer-centric initiatives that support Vimeo's growth objectives. You will own the overall customer marketing vision, leveraging data-driven insights and innovative tools to amplify our brand and cultivate a thriving community of Vimeo advocates. You will also be responsible for building our strategic Customer Advisory Board and developing community-led growth strategies. You will report directly to our VP of Corporate Marketing & Communications. 

What You'll Do:

Strategic Leadership and Vision:

• Develop and execute a comprehensive customer marketing strategy aligned with Vimeo's overall business goals, focusing on driving advocacy, retention, and growth.
• Define and prioritize key customer marketing initiatives, ensuring alignment with sales, product, and customer success strategies.
• Stay abreast of industry trends and best practices in customer marketing, particularly within the B2B SaaS and video solutions space.
• Set and manage the customer marketing budget, ensuring efficient allocation of resources.

Team Leadership and Development:

• Lead, and mentor a high-performing customer marketing team, fostering a culture of collaboration, innovation, and continuous improvement.
• Provide coaching and guidance to team members, ensuring their professional growth and development.  
• Establish clear goals and expectations for team members and track progress against key performance indicators (KPIs).

Customer Advocacy and Engagement Program Management:

• Oversee the development and execution of strategic customer advocacy programs, leveraging tools like Deeto to scale initiatives and maximize impact.
• Drive the creation of compelling customer success stories, video case studies, and testimonials that showcase the value of Vimeo's video platform.
• Lead the planning and execution of customer events, webinars, and other engagement activities.

Strategic Customer Advisory Board Development and Management:

• Build and manage a strategic Customer Advisory Board in collaboration with the product team comprised of key Vimeo customer executives to provide valuable insights and feedback on product strategy, market trends, and customer needs.
• Facilitate regular meetings and communication with the Customer Advisory Board, ensuring their input is integrated into Vimeo's decision-making processes.

Community-Led Growth Strategies:

• Develop and implement community-led growth strategies to foster a vibrant and engaged community of Vimeo users.
• Identify and leverage opportunities to empower customers to contribute to Vimeo's growth through user-generated content, referrals, and advocacy.
• Create and manage online and offline communities for Vimeo users, facilitating knowledge sharing and collaboration.

Cross-Functional Collaboration and Alignment:

• Serve as a strategic partner to sales, product, and customer success teams, ensuring alignment on customer-centric initiatives.
• Collaborate with the marketing team to integrate customer advocacy into broader marketing campaigns and initiatives.
• Work closely with product and customer success teams to identify and cultivate key customer advocates and power users of the Vimeo platform.
• Serve as the point of contact for the executive team's customer marketing-related items.

Performance Measurement and Reporting:

• Define and track key performance indicators (KPIs) for customer marketing programs, including advocacy, retention, and customer lifetime value.
• Analyze data and generate reports to measure program effectiveness and identify areas for optimization.
• Provide regular updates and insights to senior management on program performance and customer feedback.

Skills and knowledge you possess:

• Experienced Customer Marketing Leader: 10+ years (Director), 8+ years (Lead) of success building/leading teams and managing customer advocacy programs, with expertise in G2, Capterra, and marketing automation.
• Compelling Communicator & Brand Champion: Ability to articulate a clear vision for Vimeo customers, inspiring internal stakeholders and cus