Senior Customer Success Manager, Enterprise

Vimeo’s Enterprise Customer Success team is searching for an experienced Enterprise Customer Success Manager to own post-sale relationships for a portfolio of enterprise customers. This role is accountable for retention, renewals, and expansion while ensuring customers realize value from the full Vimeo Enterprise product suite.

Responsibilities:

• Own the end-to-end post-sale customer relationship for a book of enterprise accounts
• Serve as the customer owner and strategic advisor for assigned customers, maintaining a deep understanding of their business, org structure, and video strategy
• Lead a monthly structured strategic call with end users and decision-makers, including preparation and follow-up
• Continuously validate customer success criteria and evolving business goals
• Build and maintain account plans in partnership with the Account Manager, including goals, KPIs, risks, and expansion paths
• Provide responsive ad-hoc email and phone support for training, troubleshooting, technical feedback, and expansion discussions
• Own support escalations and coordinate cross-functionally with Support, Solutions Engineers, and Live Ops
• Deliver end-user training and enablement sessions
• Track usage, penetration, and feature adoption and deliver regular reporting and insights
• Drive adoption of the full Vimeo Enterprise product suite and expansion of use cases beyond basic storage or bandwidth
• Own renewal strategy and execution beginning 6 months prior to contract end, including pricing, terms, procurement, and executive alignment
• Maintain multi-threaded stakeholder and org mapping across business units in partnership with the Account Manager
• Collaborate cross-functionally with Product, Account Managers, New Business Sales, Partners, and Support
• Lead onboarding for new customers and major expansions; introduced pre-close, assigned at close, and serve as overall project owner through go-live
• Participate in weekly internal syncs, CRM updates, and preparation for QBRs and executive readouts
• Maintain accurate data in Salesforce and leverage tools such as Hook and Gong to manage accounts effectively

Requirements:

• Multiple years of experience as an Enterprise CSM in B2B SaaS
• Proven ownership of complex enterprise relationships and renewals
• Strong commercial acumen and confidence in navigating procurement, legal, IT, and executive stakeholders
• Ability to manage high-intensity accounts with structured, repeatable execution
• Strong planning, prioritization, and cross-functional leadership skills
• Fluency in Salesforce and CS tooling
• Clear executive communication and escalation judgment
• Background in video platforms or video-related technology