Director, Customer Success

The Director, Customer Success is a vital part of the management team for the broader Customer Success organization. In this role you will lead all aspects of the strategy and execution of our EMEA Customer Success team, ensuring the successful adoption, value realization and growth of a portfolio of customers across the EMEA market. You will focus on driving success amongst our EMEA client portfolio, ensuring our B2B clients across all segments derive maximum value, and ultimately, driving revenue retention and expansion

This position is hybrid with the expectation to be in the office ~3 days/week.

What you'll do:

• Lead, mentor, and inspire a team of Customer Success Managers to achieve and exceed their goals
• Execute on a customer centric business strategy to ensure successful on-boarding, adoption, retention, renewal and expansion of your customer portfolio
• Develop and refine customer success playbooks tailored to different customer segments, including midmarket and enterprise.
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores
• Effectively partner with counterparts in Sales, Account Management and Implementation teams to ensure effective success plans are in place for existing and incoming customers
• Provide operational oversight of the business to deliver on targets and important metrics
• Prioritize where we invest our resources and efforts with customers
• Inspire and drive a company-wide culture of Customer Success, creating a strong culture that cultivates customer advocacy

Skills and knowledge you should possess:

• 8+ years of customer success experience, preferably within a SaaS, Media or Consulting organizations
• 6+ years of experience in a leadership or management role, leading a team of Customer Success Managers or Account Managers in a B2B SaaS environment.
• Proven record of identifying customer needs and successfully implementing long-term technology solutions
• Ability to multi-task across multiple projects and internal partners
• Excellent interpersonal skills both with customers and within an organization
• Consistent track record of defining and carrying out key performance indicators
• Proactive interest to increase customer satisfaction and deepen customer relationships

About Us:

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

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The company is headquartered in New York City with offices around the world. At the company, 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.