Activation Director - Customer Success, Onboarding

We are seeking a highly motivated and experienced Activations Director to join our Global Customer Success team. This is a critical role responsible for the entire customer onboarding and initial activation journey. The ideal candidate will be a strategic thinker, passionate about creating seamless, efficient, and value-driven onboarding experiences that accelerate time-to-value, drive product adoption, and lay the foundation for long-term customer success.

Reporting to the VP of Global Customer Success, you will work closely with cross-functional teams including Sales, Product, and Marketing to refine our customer activation process and ensure a world-class post-sale experience.

Key Responsibilities:

• Strategic Impact & Execution: You will be responsible for defining and executing the global strategy for customer onboarding and initial product use. A key part of this is identifying and creating new value streams, such as developing upsell opportunities like custom development or advanced training, by deeply understanding customer needs and translating those needs into actionable service offerings.
• Process Management: You will standardize the onboarding methodology to ensure a consistent, high-quality experience for all customers, with a special focus on enterprise clients. Your primary goal is to significantly reduce the time it takes for new customers to get value from the product, known as time-to-value (TTV).
• Cross-Functional Collaboration: This role is the central point of contact for activation, bridging communication between the Customer Success, Sales, and Product teams. You'll ensure a smooth hand-off from sales, advocate for product improvements that enhance the new user experience, and partner with other departments to deliver a seamless customer journey.
• Data-Driven Improvement: You will establish and track key performance indicators (KPIs) to measure the success of the activation process, using data and analytics to identify pain points, make process improvements, and report on the team's effectiveness to senior leadership

Qualifications:

• 8+ years of experience in Customer Success, Onboarding, Professional Services, or a related post-sales role within a B2B SaaS environment.
• Proven track record of designing, implementing, and optimizing customer onboarding processes.
• Strong understanding of the B2B SaaS customer lifecycle and key metrics (e.g., LTV, Churn, ARR).
• Demonstrated experience managing a P&L and driving revenue from professional services.
• Exceptional project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Analytical and data-driven mindset, with proficiency in using CRM (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst).
• Bachelor’s degree or equivalent experience.

Base Salary Range:

• NYC Metro, Bay Area, Seattle, & Los Angeles:    $158,000 - $216,500 
• All other US cities outside above metro areas:   $142,200 - $194,850 

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-CB1