Wistia is looking for a dynamic Customer Success Operations Manager to partner with and support our growing Customer Success team and will report to our Director of Go-To-Market Operations. This person will be a key advocate for Customer Success and work cross-functionally with Sales, Product, Support and other departments to make sure we have full engagement and highly effective processes. Our Operations team is a cornerstone to our agile execution of strategic initiatives related to people (our customers), data, process and systems.

As Wistia continues to scale, it is imperative that we develop and execute on improving the customer experience and maximizing growth. As a valued member of our expanding team, you will be responsible for generating customer insights and share those insights to help the CS team operate efficiently and effectively to drive customer outcomes. We expect this person to be able to generate and identify key areas to improve adoption, reduce churn, track leading and lagging indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not. The ideal person is a driven, passionate, customer-focused problem solver who is eager to execute against these opportunities and ensure we meet or exceed our revenue targets.

Responsibilities:

Data & Insights and Analytics

  • Generating Insights: Generate customer insights from large data sets that drive business decisions to increase adoption, retention, expansion, and lead to an improved customer experience
  • Reporting: Report to senior leadership and the management team on adoption, success frameworks, health scorecards, retention, and renewals and upsell forecasts, i.e. through dashboards and presentations
  • Systems: Partner with customer success team to identify key blockers to providing a great customer experience and implement systems, technologies, and tools to support a better experience
  • Project & Program Management: Enable internal Customer Success projects and manage day-to-day CS operations (e.g., analysis, reporting, process improvement) as well as acting as “internal consultant” for leadership to align on goals and execution

Processes

  • Customer Lifecycle: Develop customer journey maps highlighting the timing and engagement of touch points for CSMs along the customer journey in order to drive optimal adoption and net promoter score
  • Customer Health Score: Use insights to develop customer health score methodology within the CRM or related tool.
  • Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
  • Opportunity Management: Identify top candidates for upsell and ensure timely renewal lifecycles
  • Cross-Functional Coordination: Coordinate strategic, cross-functional processes that help meet adoption, renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
    • Relay customer feedback to the Product team
    • Align with the Support team on resolution of major cases and report bugs to the Engineering team
    • Provide feedback to Sales on the readiness of our customers
    • Align with Marketing and Product on engagement initiative planning

People

  • Team Structure: Develop and scale engagement models, including tiering structures and forecast hiring needs to align with our growing customer base
  • Performance: Help set goals, targets, KPI’s and team planning
  • Enablement: Facilitate training modules and provide materials, automations and data that help the CS team work more effectively


Qualifications:

Must Have:

  • 3-5 years working in an operations role with a focus on Customer Success or similar function
  • Experience with relational databases, and the ability to write complex SQL
  • Passion for driving customer outcomes
  • Ability to align customer specific business goals with top priorities for the Customer Success team
  • Ability to glean and effectively communicate key insights from data with a broad audience
  • Takes high degree of ownership over their work
  • Familiarity with BI tools such as Tableau, Mode, or PowerBI
  • Sales/CS Tool administration and reporting experience - experience in platforms such as Dixa or Zendesk, Gainsight, Churnzero are highly desirable
  • Ability to lead through influence and work in a dynamic, fast-changing entrepreneurial environment
  • Smart, bold but humble attitude to work collaboratively with Wistia colleagues

Nice to Have:

  • SFDC Admin/Developer certification

About Wistia
Wistia is a profitable, growing company with tens of thousands of paying customers, and over a half a million accounts. As a team, we aim to be thoughtful and measured in our approach long term and our mission to make business more human with video. We try to ensure Wistia is an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. We’re proud to be an equal opportunity workplace. We care a lot, so our benefits are actually benefits, not just the fun stuff like swag and snacks in the office (though we also have lots of those too!).
We know the biggest investment we can make is in our employees, so we provide:

  • A great compensation package
  • 401k with 3% company contribution, regardless of whether you contribute
  • Profit Sharing
  • Flexible hours
  • Fully paid healthcare coverage for you and your family (including dental) and a healthcare FSA
  • Up to 16 weeks paid family leave
  • Flexible vacation and sick leave
  • Transportation subsidies

Location/Remote Opportunities
We have a beautiful office in Cambridge, MA, but we’re all working remotely (all 100+ of us) right now. Permanently remote applicants will be considered, but we’ll give priority to local applicants, those willing to relocate, and those within 3 hours of EST.

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