Customer Operations Manager

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. 

Wistia continues to scale, it is imperative that we continue to focus on customer experience to support the business in maximizing sustainable growth. As a valued member of our expanding team, you will be responsible for generating insights about the customer journey, and turning those insights into actionable process changes 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:

• Partner with Customer Success and Growth leaders to identify necessary improvements (process, organizational, technology) to positively impact customer experience (adoption, retention, and expansion/upsell)
• Manage CS org processes and technology (documentation, ongoing admin, support, onboarding/development)
• Facilitate insight-driven discussions with senior CX leaders and assist in target-setting, resource / capacity planning, and key metric development
• Identify optimizations to tools/processes/programs and work with cross-functional teams to gain alignment and drive delivery
• Design and manage content library (playbooks, customer-facing content)
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Surface top upsell candidates and process for proactively driving additional revenue

Qualifications:

• 3-5 years working in an operations role with a focus on Customer Success or similar function
• Strong project and program management skills
• Salesforce experience required
• Passion for driving customer outcomes
• Ability to understand and effectively communicate key insights from data
• Familiarity with BI tools such as Tableau, Mode, or PowerBI
• Sales/CS Tool administration and reporting experience - experience in platforms such as Jira, Zendesk, Gainsight, Churnzero are highly desirable
• Ability to lead by influence in a dynamic, fast-changing entrepreneurial environment

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 a healthcare FSA
• Up to 12 weeks 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

Wistia provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.