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Sr. Director, Customer Success

Sr. Manager, Customer Insights & Readiness (Support)

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As the Senior Director of Customer Success, you will lead and scale the post-sale customer journey for strategic, enterprise clients. Your focus will be on driving a proactive, value-driven strategy to ensure successful adoption, expansion, and renewal. You will build and mentor a high-performing team, optimize the customer lifecycle, and collaborate cross-functionally to advocate for client needs and drive product innovation, ensuring clients achieve maximum value from Vimeo's technologies and services.

Strategic Sales Director - Enterprise (Greater Tokyo Metropolitan Area)

As the Senior Director of Customer Success, you will be responsible for leading and scaling our entire post-sale customer journey for our strategic, enterprise customer set. Your primary focus will be on driving a proactive, value-driven strategy to ensure our enterprise clients successfully adopt, expand, and renew their partnership with us. Reporting to our VP of Global Customer Success, you will be instrumental in scaling our Customer Success function, building an exceptional team, and ensuring our enterprise clients achieve maximum value from our technologies and services.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Responsibilities:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Strategic Leadership: Develop and execute a comprehensive Customer Success strategy that aligns with company goals for revenue growth and retention, with a strong focus on our largest, enterprise accounts.</li><li class="leading-relaxed">Customer Lifecycle Management: Oversee and optimize the entire customer lifecycle, from seamless implementation and onboarding to ongoing engagement and successful renewals. Understand how to assess, close or escalate process gaps.</li><li class="leading-relaxed">Retention & Expansion: Drive significant improvements in gross and net retention rates by proactively managing customer health, mitigating risks, and identifying opportunities for expansion within our client base.</li><li class="leading-relaxed">Team Leadership: Lead, mentor, and grow a high-performing team of Customer Success Managers, setting clear performance goals and fostering a culture of excellence and continuous improvement.</li><li class="leading-relaxed">Cross-Functional Collaboration: Serve as a key voice for the customer within the organization, partnering with Sales, Product, Marketing, and Engineering to advocate for client needs and drive product innovation.</li><li class="leading-relaxed">Executive Relationships: Act as an executive sponsor for our most important clients, building and nurturing C-level relationships to ensure long-term partnership and mutual success.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Qualifications:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">10+ years of progressive experience in Customer Success, Account Management, or a related customer-facing role, with at least 3-6 years in a leadership position.</li><li class="leading-relaxed">Proven track record of building, scaling, and leading high-performing Customer Success teams at a B2B SaaS company.</li><li class="leading-relaxed">Demonstrable experience in driving significant improvements in gross and net retention rates, specifically within strategic or enterprise client segments.</li><li class="leading-relaxed">Deep understanding of the B2B SaaS business model and the entire customer lifecycle, from initial onboarding and implementation through retention, expansion, and renewals.</li><li class="leading-relaxed">Strong strategic and analytical skills, with the ability to use data to inform decisions and drive business outcomes.</li><li class="leading-relaxed">Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.</li><li class="leading-relaxed">Experience with Customer Success platforms (e.g., Gainsight, Catalyst, Vitally) and CRM software (e.g., Salesforce).</li><li class="leading-relaxed">A “roll up sleeves” attitude, bias to action, and the ability to thrive in a fast-paced, high-growth environment.</li></ul>Base Salary Range:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">NYC Metro, Bay Area, Seattle, & Los Angeles: $184,000 - $251,500</li><li class="leading-relaxed">All other US cities outside above metro areas: $165,600 - $226,350</li></ul>This role also includes on-target commissions in addition to base salary.Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! We also offer paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurances, wellbeing resources, and more.#LI-OZ1About 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 <a href="https://www.vimeo.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">www.vimeo.com</a>.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.

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At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">So What is the Role About?</h2>We are seeking an experienced and strategic Finance Manager to oversee financial operations for our fast-growing cloud technology company. The Finance Manager will play a critical role in financial planning, reporting, and decision support to ensure sustainable growth and profitability. This individual will partner with executive leadership, product, sales, and operations teams to align financial strategy with business objectives in a dynamic SaaS and cloud services environment.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">How you will make an impact?</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead budgeting, forecasting, and variance analysis processes across all business units.</li><li class="leading-relaxed">Partner with leadership to align budgets with project priorities and timelines.</li><li class="leading-relaxed">Monitor project costs, variances, and ROI against approved business cases.</li><li class="leading-relaxed">Develop financial models to support cloud revenue streams (subscription, consumption-based, and enterprise contracts).</li><li class="leading-relaxed">Provide insights on key metrics such as ARR, MRR, churn and gross margins.</li><li class="leading-relaxed">Prepare and present monthly, quarterly, and annual financial reporting to leadership and mid management</li><li class="leading-relaxed">Establish and maintain financial controls, reporting structures, and KPIs for new initiatives.</li><li class="leading-relaxed">Ensure projects are delivered within financial targets and provide early warning of risks.</li><li class="leading-relaxed">Support business case development and post-implementation benefit realization</li><li class="leading-relaxed">Collaborate with sales and operations teams to optimize pricing models and deal structures.</li><li class="leading-relaxed">Partner with product teams to evaluate investments, new service launches, and ROI.</li><li class="leading-relaxed">Provide decision support for strategic initiatives such as partnerships and global expansion.</li><li class="leading-relaxed">Collaborate with Finance, Operations, Product, and Engineering to align financial goals with strategic objectives.</li><li class="leading-relaxed">Present financial insights, dashboards, and recommendations to senior leadership and steering committees.</li><li class="leading-relaxed">Act as a trusted advisor to project managers, ensuring financial transparency and accountability.</li><li class="leading-relaxed">Enhance financial reporting, tools, and processes to improve accuracy, efficiency, and decision-making.</li><li class="leading-relaxed">Lead and mentor a finance team, ensuring professional growth and strong collaboration.</li><li class="leading-relaxed">Drive automation and system enhancements to improve efficiency and accuracy.</li><li class="leading-relaxed">Establish best practices for SaaS/cloud financial operations.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Have you got what it takes?</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor’s degree in Finance, Economics, or related field (MBA preferred).</li><li class="leading-relaxed">5–8 years of progressive experience in finance, with at least 3+ years in SaaS, cloud, or technology companies.</li><li class="leading-relaxed">Strong knowledge of SaaS/Cloud financial metrics.</li><li class="leading-relaxed">Proficiency with financial systems, BI and advanced Excel/financial modeling skills.</li><li class="leading-relaxed">Exceptional analytical, problem-solving, and communication skills.</li><li class="leading-relaxed">Ability to thrive in a fast-paced, high-growth environment.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">You will have an advantage if you also have:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience working with the CX industry</li><li class="leading-relaxed">Experience with global finance</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What’s in it for you?</h2>Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! 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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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Sr. Director, Customer Success

Sr. Manager, Customer Insights & Readiness (Support)

Sr. Data Engineer

Director, Data Engineering

Director, Activations

Sr. Account Executive (APAC)

Sr. Account Executive (APAC)

Support Specialist II, Customer Support (Tokyo)

Temporary Regional People Partner

Job Details