Onboarding Specialist

| Cambridge
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Wistia is the leading video and audio content 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.

On our Customer Success team, reporting into our VP of Customer Success, you will play a key role in onboarding new customers to Wistia! Additionally, you will develop onboarding plans for these new Wistia customers and act as a go-to resource for all video + audio marketing strategy questions and best practices to ensure they are getting the maximum value out of our products.

Key Responsibilities

  • Onboard new customers to Wistia: understand customer goals and what success looks like for them.
  • Develop an onboarding plan to help customers get to value and early adoption goals quickly.
  • Provide insights to customers to ensure that they get the most value out of the platform.
  • Act as go-to resource for all video + audio marketing strategy questions and best practices within their first 30-60 days.
  • Maintain a cadence of communicating with customers about their adoption trends and sentiment.
  • Build onboarding “playbooks”, best practices and processes to support our customers’ onboarding journey
  • Maintain competitive knowledge.
  • Collaborate with sales, support and engineers to ensure consistency, clarity, and accuracy in all recommendations provided to customers.
  • Share customer onboarding insights with broader cross functional team.

Qualifications (Characteristics)
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.
  • Self-starter: Internal motivation to deliver results, recognize and solve problems, refine your process, and grow your impact.
  • Adaptability: Change is constant in software. Comfortable with ambiguity. Enthusiastically adjusting to new conditions is critical.
  • Empathy: Customers want to be heard! When you aim to walk a mile in their shoes, good things happen.

Beyond the above, here are onboarding-specific qualifications:

  • 3+ years in a customer facing role at a SaaS company (prior customer success, support, technical sales roles)
  • Proven ability to create, maintain and drive adoption of onboarding “playbooks”, best practices and processes
  • Ability to demonstrate customer focused, value based approach to conversations
  • Enthusiasm about getting to know the in’s and out’s of the product and an almost giddy desire to show customers how to best leverage capabilities that help them get the most out of their investment with us.
  • Technical aptitude
  • Possess strong phone, written and verbal communication skills with excellent presentation skills
  • Exhibits a team oriented attitude
  • Willingness and enthusiasm to contribute to an evolving 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.
  • Basic CSS and HTML knowledge is helpful.

Key Metrics

  • Time to First Value for the customer
  • Customer satisfaction score

Success Looks Like
30 Days

  • Demonstrated understanding of the in's and out's of Wistia and Soapbox, and how to position both products across our target use cases.
  • Understand how the Customer Success team operates within the broader company, the names of all your new colleagues, and where to turn for help/questions.
  • Familiarity and comfort with our sales, onboarding and customer success process and various tools that enable it (Salesforce, Slack, Zoom, etc).
  • Introduction to our market positioning, detailed examples of exemplary Wistia customers, and competitor talking points. Brings strong work ethic and desire to learn to role play practice sessions on these talking points.
  • Proactive outreach to initial set of onboarding accounts
  • Start to pick up the “Wistia voice” and apply their own creativity, with the goal of delivering a delightful experience for every customer. This includes getting comfortable on camera and embracing Soapbox.

90 Days

  • Worked on several onboarding engagements by this point, getting comfortable with the process and the typical personas we work with. Or, proactively identifying blockers to goal attainment in collaboration with Manager, and opportunities to address them.
  • Understands the nuances and deeper technical capabilities of both Wistia and Soapbox, and speaks with confidence about the value of our primary use cases.
  • Fluent in Wistia-specific discovery questions, setting clear agendas, and framing next steps.
  • Asks tons of questions and shares areas of confusion, or where more support would be helpful.
  • Is receptive to coaching and feedback, from both their manager and peers. Shares new ideas with the team, and voices contrary opinions.
  • Forms connections with colleagues on other teams to better understand their day-to-day work and how it relates to customer success.
  • General understanding of each customer's use case, the team(s) using Wistia.

1 Year

  • Hits or exceeds time to value and customer satisfaction goals.
  • Deep knowledge of advanced Wistia and Soapbox use cases, including strong knowledge of our technical tools and what they enable.
  • Strong perspective on how to deliver results with video for business, developed through partnering with customers as a trusted advisor.
  • Enthusiastic learner, adopter, and sharer of onboarding strategies that are working well across the team, or surfacing elsewhere through professional development.
  • Reliably collaborates with AEs on new account opportunities. Beyond communicating with efficiency, exhibits leadership qualities and regularly mentors newer members of the team.

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 vacation and sick leave
  • 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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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.

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
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) 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
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
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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