Customer Success Manager

| Cambridge
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Wistia is the leading video and audio marketing platform for B2B marketers. We have the opportunity to both simplify how marketers do their jobs, but also maximize the results that they are after. There has never been such a huge push to invest in content marketing like we are seeing today, including both video and podcast. Wistia is uniquely positioned to serve this rapidly growing market as an end to end platform that supports the creation, hosting, publishing and measuring of video and podcast content for marketers.


The Team

  • Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Wistia successfully, adopt it widely and are continually driving business value from Wistia.
  • Our CSMs work closely with customers to discover their business needs and challenges and then mentors them on the best ways to use Wistia to solve them.


Key Responsibilities

  • Act as go-to resource for all video marketing strategy questions and best practices across a set of accounts.
  • Onboard all new Premium accounts with a kickoff call, success plan, 30 day check-in, and quarterly business reviews, helping them reach critical adoption milestones.
  • Provide insights to customers to ensure that they get the most out of the platform.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Manage a pipeline of renewals at various stages and keep up to date records + notes.
  • Maintain competitive knowledge.
  • Collaborate with sales, support and engineers to ensure consistency, clarity, and accuracy in all recommendations provided to current and prospective customers.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
  • Answer or triage all billing and product-related questions with the help of our wonderful Customer Happiness and Finance teams.
  • Assist with set up of Soapbox seats and invoicing as needed by account.


Qualifications
Core competencies critical to the success of this role:

  • Curiosity: A genuine, unrelenting interest in the business goals of whoever you speak with. Desire to push through uncertainty and ask tough questions.
  • Empathy: Customers want to be heard! When you aim to walk a mile in their shoes, good things happen even if they decide Wistia won't be the best fit.
  • Self-starter: Internal motivation to deliver results, recognize and solve problems, refine your process, and grow your impact.
  • Adaptability: Change is constant in software. Enthusiastically adjusting to new conditions is critical.

Beyond the above, here are CSM-specific qualifications:

  • Ability to drive to customer outcomes with a track record of hitting role-specific targets
  • Ability to demonstrate customer focused, value based approach to conversations
  • Strong interpersonal skills and experience building strong relationships
  • Possess strong phone, written and verbal communication skills with excellent presentation skills
  • Exhibits leadership qualities and a team oriented attitude
  • Willingness and enthusiasm to contribute to an evolving Customer Success team’s strategy
  • Interest in video, podcasting, and how marketers communicate to their audience more broadly!
  • Well-organized, with a high attention to detail and ability to prioritize
  • Excellent multitasking and project management skills
  • Dedicated to delivering an exceptional customer experience.
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An Insider's view of Wistia

How would you describe the company’s work-life balance?

Wistia provides a work-life balance superior to other companies that I have worked for. Management is considerate and encourages time spent away from our desk. Wistia truly cares about its employees both in and out of the workplace.

Patrick Bryant

Account Executive

What projects are you most excited about?

I'm really excited about the work my team and other teams at the company are currently doing to modernize integral parts of our codebase. I'm learning a lot about working with legacy code, identifying patterns that can be improved in the code, and recreating user stories in different frameworks and technologies.

Suruchi Devanahalli

Engineer II

How has your career grown since starting at the company?

I started at Wistia as a Customer Champ, truly the beginning of my career. I was encouraged to keep learning about what interested me, which led me into quality engineering. And now I'm grateful that Wistia gave me the chance to grow into that role working on making our product more robust for our customers.

Melany Vázquez Heredia

Quality Engineer

How do you empower your team to be more creative?

At Wistia we strongly encourage each individual to bring their entire self to work. We debate which state makes the best pizza, which snack deserves the “king of all snacks” title, and more. Approaching work this way in a carefree yet respectable way helps create an environment that is a great incubator for new ideas.

Uzoma Egbuchulam

Manager of Customer Support

How do you collaborate with other teams in the company?

My favorite way of collaborating with others teams is by creating a space where ideas flow and feedback is encouraged. I always communicate project goals—having everyone aligned early on is essential to any project I work on. I also remind myself that, yes, they are on another team in theory, but we're all still one team at the end of the day.

Vanessa Luis

Growth Marketing Manager

What are Wistia Perks + Benefits

Wistia Benefits Overview

Wistia makes a point to invest in our people. That's why we cover 100% of healthcare for employees and all of their dependents. It's why we provide 16 weeks of parental leave not just for primary parents, but also for secondary parents. It's why we offer unlimited PTO. Take a look at some more of our perks and benefits.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Diverstia helps us build an inclusive culture. Ladybirds empowers women at Wistia.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
We have reached gender parity at all levels of the organization. From leadership, to mid level management, to the ground level we are about 50/50 men and women.
Unconscious bias training
We recently invited LifeLabs in to help us build a shared understanding and common language around unconscious bias and inclusive behaviors.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We celebrate difference at Wistia, and our ERGs are one of the best ways to do that. We support a number of different employee led groups for Wistians of backgrounds.
Hiring Practices that Promote Diversity
We're reaching the end of a pointed, actionable 3 year plan. We've put a significant effort behind understanding our biases, and intentionally seeking and celebrating difference on our team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance can be customized to meet employee's needs.
Dental Benefits
Wistia covers 100% of employee's dental plan, and their dependents.
Vision Benefits
Wistia covers 100% of employee's vision plan, and their dependents.
Health Insurance Benefits
Wistia's health insurance policy covers 100% of out of pocket expenses for employee and all dependents.
Life Insurance
Life insurance plan is customizable to employee's needs.
Pet Insurance
Team workouts
Every now and then we'll host Yoga on the roof, and there's even a group for all the Peleton users on the team who work out at home.
Mental Health Benefits
Untracked, unlimited PTO that we encourage to use for mental health days. We also offer an employee concierge service that helps match folks with therapists that align with our healthcare policy.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
We don't call it matching. Wistia contributes 3% of employee's salary regardless of the employee's contribution (even if it's $0).
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important. We provide up to 16 weeks of parental leave for the primary caretaker. We also provide 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Your schedule is up to you. Work from home when you need to, come and go based on what works for you and your team. What's important is that we're reaching our goals.
Remote Work Program
Family Medical Leave
Company sponsored family events
Last year, Wistia sponsored "Take your kid to work day".
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Wistia offers a month long sabbatical for employees who reach the 10 year mark.
Paid Holidays
Paid Sick Days
Sick days are considered part of your unlimited PTO. We don't define a cap.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We pay 100% of your commuting costs.
Company Outings
WiSKIa (company ski trip), Pond Fest (day on the lake), this team knows how to have a good time.
Game Room
We have a ping pong table in the common space, a giant connect4 and a shuffle board on the rooftop deck, and a regular game night for all the board game lovers out there.
Stocked Kitchen
Some Meals Provided
Employees get free lunch every Tuesday. There's always other free meals here or there too.
Happy Hours
Parking
We offer employees limited on-site parking.
Recreational Clubs
From Skiistians to runners there is an interest group for everyone at Wistia.
Relocation Assistance
Wistia provides relocation assistance when moving is required for the job.
Fitness Subsidies
Wistians are eligible for cash back on gym memberships through our healthcare provider.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Wistia offers employees professional development opportunities like annual individual budget for learning/training.
Diversity Program
Lunch and learns
Wistia hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
We don't define a percentage. Learning is important!
Customized development tracks
Paid industry certifications
All Wistians have access to a personal learning and development budget meant for taking courses/certifications and even attending conferences.

Additional Perks + Benefits

Wistia is a People First company. We believe in taking care of our people and rewarding them for helping to make Wistia awesome. We take play seriously, but what really makes us stand out is the way that we work. There is no team more creative and collaborative than Wistia (our biased opinion). Want to get an idea of what we mean? Binge some of our video content, and you might start to feel like you know us.

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