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- Tasks: Be the go-to advisor for Vimeo's biggest clients, ensuring their success and satisfaction.
- Company: Join Vimeo, a leading video platform empowering creators and businesses worldwide.
- Benefits: Enjoy flexible remote work options and a vibrant office culture in London.
- Why this job: Make a real impact by enhancing customer experiences and driving innovation in video technology.
- Qualifications: 4+ years in customer success, fluent in German and English, with a Bachelor's degree.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ 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 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.
Customer Success Manager II (DACH) employer: InterActiveCorp
Contact Detail:
InterActiveCorp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager II (DACH)
✨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
Prepare to discuss your experience in customer success, particularly in SaaS or media environments. Be ready to share specific examples of how you've identified customer needs and implemented solutions that drove business outcomes.
✨Tip Number 3
Showcase your interpersonal skills by preparing for role-play scenarios. Practice how you would handle customer check-ins and strategic sessions, as this will highlight your ability to build relationships and ensure customer satisfaction.
✨Tip Number 4
Brush up on your data storytelling skills. Be prepared to discuss how you would interpret customer insights and present them effectively to both clients and internal teams, as this is crucial for advocating on behalf of customers.
We think you need these skills to ace Customer Success Manager II (DACH)
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 identify customer needs and implement technology solutions.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of Vimeo's business goals and how you can contribute to customer satisfaction and retention. Use specific examples from your past experiences that align with the responsibilities outlined in the job description.
Showcase Your Skills: Highlight your strong interpersonal skills and ability to manage multiple projects. Provide examples of how you've successfully navigated complex organisations and improved customer relationships in previous roles.
Prepare for Interviews: If selected for an interview, be ready to discuss your approach to customer success and how you would handle various scenarios. Prepare to share insights on how you would interpret customer feedback to drive product changes at Vimeo.
How to prepare for a job interview at InterActiveCorp
✨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 these innovations can align with customer goals and drive business value.
✨Showcase Your Customer Success Experience
Highlight your previous experience in customer success, especially within SaaS or media environments. Prepare specific examples of how you've identified customer needs and implemented solutions that led to measurable outcomes.
✨Demonstrate Strong Interpersonal Skills
As a Customer Success Manager, you'll need to build relationships with clients and internal teams. Practice articulating how you've successfully navigated complex organisational structures and maintained strong communication with stakeholders.
✨Prepare for Data-Driven Discussions
Since the role involves monitoring KPIs and interpreting customer insights, be ready to discuss how you've used data to drive decisions in the past. Bring examples of performance reports or action plans you've created to illustrate your analytical skills.
