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Customer Success Manager
Confirmed live in the last 24 hours
Cambridge, MA, USA
Experience Level
Desired Skills
  • 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
  • Ability to deliver on retention and expansion goals, with an understanding of deal process and negotiation strategies
  • 3-5 years of CSM/Account Management experience
  • 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
  • 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 insight calls (QBRs), helping them reach critical adoption milestones
  • Drive growth and expansion through strategic renewal conversations and a deep understanding of our customers goals and future growth potential
  • Manage a pipeline of renewals at various stages and keep up to date records + notes
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
  • 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
  • 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

51-200 employees

Wistia is the video platform of choice for business.
Company Overview
Wistia's mission is to make business more human. This isn’t a mission that can be accomplished in a few years ; it’s something they'll work on for many decades to come, which is why they care so much about long-term thinking and decision-making. Decisions and efforts that prioritize the long-term success of their company have an outsized impact on their individual careers, culture, the financial health of business, and ultimately the ability to achieve their mission.
  • Competitive salary + profit sharing
  • Flexible, unlimited vacation policy
  • Healthy (and non-healthy!) snacks and beverages
  • 401(k), plus a company contribution
  • Fully paid health + dental insurance
  • Life + long term disability insurance
  • 16 weeks paid parental leave
  • Transportation subsidies for your preferred mode
  • Personal budget for professional development
  • Lenny the Office Dog
Company Core Values
  • Long-term company thinking
  • Creativity
  • Presentation
  • Simplicity