Director, Customer Marketing

As the Director, Customer Marketing at Vimeo, you will be responsible for developing and leading a comprehensive customer marketing strategy that drives advocacy, engagement, and customer lifetime value. You will manage a high-performing team, fostering a culture of innovation and collaboration. You will be a strategic partner to sales, product, and customer success, ensuring alignment on customer-centric initiatives that support Vimeo's growth objectives. You will own the overall customer marketing vision, leveraging data-driven insights and innovative tools to amplify our brand and cultivate a thriving community of Vimeo advocates. You will also be responsible for building our strategic Customer Advisory Board and developing community-led growth strategies. You will report directly to our VP of Corporate Marketing & Communications.

What You'll Do:

Strategic Leadership and Vision:

• Develop and execute a comprehensive customer marketing strategy aligned with Vimeo's overall business goals, focusing on driving advocacy, retention, and growth.
• Define and prioritize key customer marketing initiatives, ensuring alignment with sales, product, and customer success strategies.
• Stay abreast of industry trends and best practices in customer marketing, particularly within the B2B SaaS and video solutions space.
• Set and manage the customer marketing budget, ensuring efficient allocation of resources.

Team Leadership and Development:

• Lead, and mentor a high-performing customer marketing team, fostering a culture of collaboration, innovation, and continuous improvement.
• Provide coaching and guidance to team members, ensuring their professional growth and development.
• Establish clear goals and expectations for team members and track progress against key performance indicators (KPIs).

Customer Advocacy and Engagement Program Management:

• Oversee the development and execution of strategic customer advocacy programs, leveraging tools like Deeto to scale initiatives and maximize impact.
• Drive the creation of compelling customer success stories, video case studies, and testimonials that showcase the value of Vimeo's video platform.
• Lead the planning and execution of customer events, webinars, and other engagement activities.

Strategic Customer Advisory Board Development and Management:

• Build and manage a strategic Customer Advisory Board in collaboration with the product team comprised of key Vimeo customer executives to provide valuable insights and feedback on product strategy, market trends, and customer needs.
• Facilitate regular meetings and communication with the Customer Advisory Board, ensuring their input is integrated into Vimeo's decision-making processes.

Community-Led Growth Strategies:

• Develop and implement community-led growth strategies to foster a vibrant and engaged community of Vimeo users.
• Identify and leverage opportunities to empower customers to contribute to Vimeo's growth through user-generated content, referrals, and advocacy.
• Create and manage online and offline communities for Vimeo users, facilitating knowledge sharing and collaboration.

Cross-Functional Collaboration and Alignment:

• Serve as a strategic partner to sales, product, and customer success teams, ensuring alignment on customer-centric initiatives.
• Collaborate with the marketing team to integrate customer advocacy into broader marketing campaigns and initiatives.
• Work closely with product and customer success teams to identify and cultivate key customer advocates and power users of the Vimeo platform.
• Serve as the point of contact for the executive team's customer marketing-related items.

Performance Measurement and Reporting:

• Define and track key performance indicators (KPIs) for customer marketing programs, including advocacy, retention, and customer lifetime value.
• Analyze data and generate reports to measure program effectiveness and identify areas for optimization.
• Provide regular updates and insights to senior management on program performance and customer feedback.

Skills and knowledge you possess:

• Experienced Customer Marketing Leader: 10+ years (Director), 8+ years (Lead) of success building/leading teams and managing customer advocacy programs, with expertise in G2, Capterra, and marketing automation.
• Compelling Communicator & Brand Champion: Ability to articulate a clear vision for Vimeo customers, inspiring internal stakeholders and customers to embrace our solutions.
• Community Builder: Experience building, managing, and driving business results from building a community of customers and influencers in the industry.
• Cross-Functional Collaborator: Proven ability to partner effectively with Senior Executive Leadership, Customer Success, Marketing, Product, and Sales teams to drive product launches, customer expansion, and engagement.
• Data-Driven Strategist & Tech Enthusiast: Experience using data insights to inform and optimize marketing strategies, with a willingness to experiment with our existing tools like Airtable and Salesforce and explore new technologies like AI.
• Adaptable & Results-Focused: Thrive in a fast-paced, dynamic environment, managing multiple projects simultaneously and prioritizing efforts to achieve measurable business outcomes. Fluency in CRM reporting (e.g. SFDC, Hubspot) is a major plus.
• Experience in video software is a plus.

Base Salary Range:

• NYC Metro: $175,000 - $240,250

At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment, and location. Base salary is just one component of Vimeo's total rewards philosophy.

We offer a wide range of benefits, perks, variable compensation and where eligible long-term incentive programs.

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.

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.