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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 work options, a vibrant culture, and opportunities for personal growth.
- 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 strong interpersonal skills.
- Other info: Remote candidates considered; bonus points for knowledge of video technologies.
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.
Bonus points for:
- 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.
Customer Success Manager II (DACH) employer: Vimeo
Contact Detail:
Vimeo 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 product 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. Engaging with them can provide you with insider knowledge about the role, company culture, and expectations, which can be invaluable during your interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships in the past. Highlighting your experience in driving customer satisfaction and retention will showcase your fit for the role.
✨Tip Number 4
Brush up on your presentation and data storytelling skills. Being able to present complex information clearly and engagingly is crucial for this role, so practice creating visuals that effectively communicate your points.
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 platform and how you can help customers achieve their business goals. Use specific examples from your past experiences that showcase your skills in customer engagement and satisfaction.
Showcase Your Skills: Highlight your strong interpersonal skills and ability to manage multiple projects. Mention any experience with data storytelling and creating engaging visuals, as these are crucial for the role.
Prepare for the Interview: If selected for an interview, be ready to discuss how you've successfully driven customer satisfaction and retention in previous roles. Prepare to share insights on how you would approach building relationships with Vimeo's largest customers.
How to prepare for a job interview at Vimeo
✨Understand Vimeo's Value Proposition
Before the interview, make sure you understand what makes Vimeo unique in the video platform space. Familiarise yourself with their innovations and how they align with customer success. This will help you articulate how you can contribute to their mission.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer relationships. Prepare examples from your past experience where you've successfully navigated complex situations or improved customer satisfaction.
✨Showcase Your Data Storytelling Skills
Since the role requires strong presentation skills, be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of performance reports or action plans you've created to demonstrate your analytical abilities.
✨Demonstrate Your Language Proficiency
As fluency in German and English is essential, be prepared to switch between the two languages during the interview. This will not only showcase your language skills but also your comfort in communicating with diverse clients.
