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- Tasks: Support Vimeo's biggest clients, ensuring they achieve their business goals and maximise platform value.
- Company: Join Vimeo, a leading video experience platform empowering creators and businesses worldwide.
- Benefits: Enjoy flexible work options, a vibrant culture, and opportunities for personal growth.
- Why this job: Be a trusted advisor, drive customer success, and make a real impact in the video industry.
- Qualifications: 4+ years in customer success, fluent in German and English, with strong interpersonal skills.
- Other info: Remote candidates considered; join a diverse team committed to inclusion and innovation.
The predicted salary is between 43200 - 72000 £ per year.
The Customer Success Manager is responsible for ensuring the success of a portfolio that includes some of Vimeo’s largest customers. As Success Managers, we bring Vimeo's innovations and capabilities to customers and match them to our customers' business goals, driving greater business value and executive alignment between Vimeo and the customer. You're a trusted advisor to our largest customers, providing best practice in areas such as adoption, business outcomes and feature usage. The end result is increased customer happiness, retention and growing Vimeo’s footprint.
What you’ll do:
- Act as a trusted advisor, agreeing on business objectives and goals with customers to build measurable success plans to deliver return on investment.
- Serve as the primary operational point of contact for customers, ensuring satisfaction and maximizing the value of Vimeo’s platform throughout the entire customer lifecycle.
- Facilitate regular check-ins, strategic ideation sessions and business reviews with customer teams.
- Monitor platform performance and client KPIs, proactively identifying risks and opportunities for improvement.
- Maintain detailed client documentation, including performance reports, action plans, and feedback summaries.
- Responsible for the customer experience and engagement of stakeholders across all stages of the customer lifecycle.
- Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores.
- Interpret customer insights to drive change in product and advocate on behalf of customers to product teams at Vimeo.
Skills and knowledge you should possess:
- 4+ years of customer success experience, preferably within a SaaS, media, or consulting organisation.
- Proven record of identifying customer needs and successfully implementing long-term technology solutions.
- Strong business acumen and the ability to navigate complex organizations.
- Ability to multi-task across multiple projects and internal partners.
- Excellent interpersonal skills both with customers and within an organisation.
- Consistent track record of defining and carrying out key performance indicators.
- Proactive interest to increase customer satisfaction and deepening customer relationships.
- Strong presentation and data storytelling skills, with the ability to create clear and engaging visuals.
- Fluent in German and English.
- Bachelor's degree required.
- Knowledge of online video technologies or live streaming technologies.
Location: This role will be based in Vimeo’s London office. However, we will consider remote candidates on a case by case basis.
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.
Contact Detail:
Vimeo, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager II (DACH) London, UK
✨Tip Number 1
Familiarise yourself with Vimeo's platform and its features. Understanding how the platform works and the value it brings to customers will help you articulate your insights during interviews and demonstrate your ability to act as a trusted advisor.
✨Tip Number 2
Network with current or former Customer Success Managers at Vimeo or similar companies. Engaging in conversations about their experiences can provide you with valuable insights into the role and the skills that are most important for success.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer satisfaction and retention in previous roles. Highlighting your achievements in these areas will showcase your capability to increase customer lifetime value, which is crucial for this position.
✨Tip Number 4
Brush up on your presentation and data storytelling skills. Being able to create engaging visuals and clearly communicate insights will be essential in facilitating business reviews and strategic ideation sessions with customers.
We think you need these skills to ace Customer Success Manager II (DACH) London, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly within SaaS or media environments. Emphasise your ability to build relationships and drive customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of Vimeo's business goals and how your skills align with the role. Mention specific examples of how you've successfully managed customer relationships and driven value.
Showcase Your Skills: Highlight your strong presentation and data storytelling skills. Consider including a portfolio or examples of past work that illustrate your ability to create engaging visuals and reports.
Prepare for Interviews: Research Vimeo’s platform and its features. Be ready to discuss how you would approach customer success strategies and provide insights on improving customer engagement based on your previous experiences.
How to prepare for a job interview at Vimeo, Inc.
✨Understand Vimeo's Value Proposition
Before the interview, make sure you have a solid grasp of what Vimeo offers and how it differentiates itself in the market. Be prepared to discuss how you can align Vimeo's capabilities with customer goals, showcasing your understanding of their business needs.
✨Showcase Your Customer Success Experience
Highlight your previous experience in customer success, particularly within SaaS or media environments. Prepare specific examples of how you've driven customer satisfaction and retention, and be ready to discuss measurable outcomes from your past roles.
✨Demonstrate Strong Communication Skills
As a Customer Success Manager, you'll need excellent interpersonal skills. Practice articulating your thoughts clearly and confidently, especially when discussing complex ideas or presenting data. Consider preparing a brief presentation to demonstrate your storytelling abilities with data.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think of potential challenges you might encounter in the role and how you would address them, focusing on proactive strategies to enhance customer engagement.
