Director of Customer Success

| Cambridge
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We put the customer at the center of everything we do, and everyone who works at Wistia has a part in driving customer success. The goal of Customer Success is to ensure our customers get the most out of their investment with Wistia. We do this by working strategically with our customers to ensure strong business outcomes, leveraging a consultative approach, Wistia best practices, and maniacal attention to detail.
Reporting to the VP of Customer Success, as the Director of the Customer Success Management team, you will directly manage our CSM team and be responsible for the delivery of successful customer engagements that drive value and ROI of their Wistia program. You thrive in a player/coach environment and leverage your consultative and exceptional communication skills to develop meaningful relationships with both customers and colleagues.

What you’ll be doing on the team:
  • Build, lead and scale a growing customer success management team, ensuring an excellent customer experience and that outcomes meet customer goals.
  • Build an engagement model that aligns with our customers at needs at different segments while balancing the cost to serve.
  • Hire, enable, coach, and develop your team of high performing Wistia experts to align with individual, team, and company goals.
  • Partner with Account Executive teams to ensure your team is meeting customer expectations.
  • Analyze customer performance data to optimize team performance and enhance customer experience and retention rates.
  • Partner with go-to-market and product leaders to improve the overall customer experience.
  • Manage a handful of our top strategic customers, ensuring their success with Wistia.
By month 3 you'll
  • Complete all employee and manager-related onboarding activities.
  • Develop a solid understanding of our customers, Wistia’s products, teams, how goals are set, and how work gets done; begin to work effectively cross-functionally to achieve goals.
  • Be able to articulate the value of our customer success offerings and answer prospect and customer questions.
  • Have participated in multiple customer calls with each of your team members, establishing important customer relationships at the same time.
  • Document your observations, questions, and recommendations as you come up to speed.
  • Establish a cadence of working with other managers and leaders on the CS and Sales teams.
  • Help recruit and hire open positions on your team.
  • Be familiar with our top Platform accounts and start to engage with those accounts.
  • Collaborate with your team to establish a deep understanding of each customer in their book of business. Ensure process adherence and positive progress toward customer goals.
  • Serve as an escalation point for your team.
  • Advise each team member on development goals and progress.
By month 6 you'll
  • Continue to master your knowledge of Wistia products and have a deep understanding of the industry.
  • Have a proactive, independently managed routine established for working with your team.
  • Be consistently hitting your goals.
  • Determine and assess a variety of opportunities to increase the depth and breadth of our customer success offerings.
  • Partner with Voice of the Customer to ensure visibility into customer satisfaction with engagements.
  • Develop process efficiencies in partnership with your team, enablement and Operations.
  • Work with your manager to identify a plan of continued growth for yourself and each team member you manage.
  • Bring your thinking, strategy, and ideas to the team to develop a vision for the evolution, growth, and scale of the CSM team.
By 1 year you’ll
  • Lead a team that successfully delivers a variety of valuable engagements with customers, possibly including revenue growth strategy, Wistia optimization, customer training, technical account management, and more.
  • Meet or exceed all goals, including customer outcomes and satisfaction, as well as Wistia business and people goals.
  • Have established strong relationships with a wide variety of customer leaders.
What you should have:
  • 6+ years of customer success experience.
  • 5+ years management experience, preferably within a customer success organization or comparable customer-facing roles, in a high growth technology company.
  • Customer-centric mindset with a passion for delivering value and exceeding customers’ expectations.
  • Strong consultative skill set and communication skills, with the demonstrated ability to influence customer and internal stakeholders.
  • Willingness to experiment – even if something doesn't work, be prepared to learn from your failures.
  • Quick learner, always looking to improve and challenge your own assumptions.
  • Deep understanding of the needs of growing businesses and strong business acumen.
  • Experience in an SMB / low ACV environment is a plus


About Wistia
We work hard to ensure Wistia is an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. You can learn more about the type of company we’re building on our blog. Check out our Jobs page to get a feel for our culture and the benefits of working at Wistia.
We want you to grow, contribute, and have fun here! We know the biggest investment we can make is in our employees, so we provide:

  • A competitive salary
  • 401k with 3% company contribution, regardless of whether you make contributions
  • Flexible hours
  • Fully paid healthcare coverage for you and your family (including dental and vision)
  • Up to 16 weeks fully-paid family leave
  • Flexible/unlimited vacation and sick leave
  • Profit Sharing
  • Transportation subsidies
  • A convenient office just south of Central Square in Cambridge, MA. We're right on the Red Line, surrounded by great restaurants, parks, and even a dog park
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Location

A couple blocks from Mass Ave in Central Square! We're spoiled with tons of delicious food options for all tastes and an unmatched view of the highly frequented Tudor St dog park.

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
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
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Wistia offers a month long sabbatical to employees who reach the 10 year mark.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Wistia has a ping pong table in the common space, giant connect4 and a shuffle board on the rooftop deck, and we even to regular game nights for the board game lovers out there!
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
From Skiistia to runners there's an interest group for everyone at Wistia.
Relocation Assistance
Wistia offers relocation assistance when moving is required for the job.
Fitness Subsidies
Employees are eligible to get cash back for gym memberships through our health care provider.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications
All Wistians have access to a learning and development budget for taking courses/certifications and also for 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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