Wistia is hiring a

Customer Success Manager

Cambridge, United States

Wistia has launched a new Customer Success team to help increase the benefit our customers gain from using Wistia.  Our Customer Success team is primarily responsible for helping new premium customers  get onboarded and quickly find value with their Wistia account. In addition, the Customer Success team works with existing premium customers to ensure they’re optimizing Wistia to achieve their business goals with video.

As a Wistia Customer Success Manager (CSM) you’ll be introduced as the main point of contact for an allocation of new customers as transitioned by our sales team. You’ll work to understand their goals with video, shepherd them through onboarding and training, and provide relevant best practices, content, and resources throughout their Wistia lifetime.  Additionally, you’ll seek to engage a list of existing customers, aiming to strengthen relationships and show continued value from the Wistia product and their partnership with the company.

You are empathetic and a strong communicator who will help our customers learn and utilize all that Wistia has to offer.  You’ll help drive strategy to make the Customer Success program more efficient and scalable as our customer base grows. You are creative about analyzing trends and optimizing business processes.  We’re growing fast and constantly seeking new, creative ways of assisting customers, so you’re flexible and constantly identifying new opportunities. You don’t need to be micromanaged; outside of your clear customer conversation goals, you do exceptional work without close oversight.

Responsibilities:

  • Become a Wistia product expert; understand all of Wistia’s feature set and value proposition
  • Provide one-to-one and group coaching to new Wistia accounts and existing paid customers to increase product engagement and retention
  • Support customers via phone, email, live chat, webinar, and forums
  • Propose ways to iterate on the customer success program strategy through trials and data analysis
  • Identify, propose, and initiate projects that can help our customers be more successful

Required skills & experience:

  • Exceptional verbal and written communication skills
  • Passion for technology
  • Empathetic and patient
  • Proactive leadership skills
  • Desire to work in an ever-changing, experimental environment
  • Demonstrated ability to give and receive feedback and adapt quickly

Strongly preferred, but not required:

  • Experience in customer success or customer support
  • Experience in a B2B SaaS business