Senior Customer Success Manager

Senior Customer Success Manager - Enterprise (Greater Tokyo Metropolitan Area)

Vimeo is seeking a highly motivated and ambitious Senior Customer Success Manager to cultivate and expand relationships with our Enterprise clients. In this role, you will be instrumental in driving customer loyalty, retention, and growth within Vimeo's Enterprise product line. Beyond traditional CSM responsibilities, this role offers a unique opportunity to develop leadership skills, mentor team members, and pave the way for rapid career advancement within Vimeo. We value proactive individuals with a growth mindset, and we are looking for someone who excels at building high-performing teams and consistently strives for excellence.

(Must be currently residing in the Greater Tokyo Metropolitan Area.)

What you'll do:

• Oversee a portfolio of Vimeo's Enterprise clients, serving as their trusted advisor and strategic partner.
• Understand and anticipate clients' evolving business needs, proactively identifying opportunities to drive their success and maximize their return on investment with Vimeo.
• Strengthen client relationships through ongoing communication, strategic consultations, and the delivery of innovative solutions.
• Proactively manage customer pipeline and renewals, employing data-driven strategies to meet and exceed monthly and quarterly objectives.
• Conduct engaging and insightful online and in-person Quarterly Business Reviews (QBRs) with key accounts, demonstrating a deep understanding of their business and Vimeo's value proposition.
• Communicate effectively and confidently with C-level executives, presenting Vimeo's solutions and value in a compelling and persuasive manner.
• Actively contribute to the improvement of customer success processes, identifying best practices, and mentoring junior CSM team members.
• Identify opportunities to contribute to the growth and development of the Customer Success team, fostering a culture of collaboration, innovation, and high performance.
• Develop and implement strategies to mitigate churn risk, ensuring high levels of customer satisfaction and retention.

Skills and knowledge you should possess:

• 5+ years of experience in a customer-facing role within the SaaS industry, with a proven track record of success in Enterprise Customer Success Management.
• Demonstrated ability to retain, expand, and grow Enterprise accounts, exceeding revenue targets and driving customer lifetime value.
• Strong leadership potential, with a desire to mentor and develop team members.
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with clients at all levels.
• Ability to multi-task, prioritize, and manage complex projects effectively, while maintaining a high level of attention to detail.
• Thorough working knowledge of video communication technologies and a passion for the evolving landscape of online video.
• Native-level Japanese reading and writing skills, and fluency in English.

Bonus points for:

• Online Video Platform (OVP) experience, or deep knowledge of online video technologies and workflows.
• Knowledge of live streaming technologies and their applications in Enterprise settings.
• Experience managing a $2MM+ Annual Recurring Revenue (ARR) book of business, with a consistent track record of exceeding goals.
• Experience in a high-growth environment, demonstrating adaptability and a willingness to take on new challenges.

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