Customer Success Manager

Job not on LinkedIn

🔥 55 minutes ago

🏈 North America – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Panopto

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

☁️ SaaS

📚 Education

🏢 Enterprise

💰 Private Equity Round on 2021-04

SaaS • Education • Enterprise

Panopto is an AI-powered platform designed to simplify the use of video for capturing, managing, and sharing information across organizations. It provides tools for creating, curating, and searching a library of video-based knowledge assets, making learning and training more accessible and impactful. With features like lecture capture, virtual training, and video management, Panopto serves industries such as higher education, corporate training, and more. The platform integrates AI-powered tools to enhance accessibility, engagement analytics, and knowledge discovery, supporting institutions to adapt to flexible and scalable learning and working environments.

📋 Description

• Drive customer adoption of Elai to meet established SLAs • Develop and execute enablement strategies embedding Elai into customer content creation workflows • Track usage patterns and identify engagement or feature-adoption risks • Promote best practices and support new feature adoption with Product and Customer Marketing • Serve as primary operational and commercial contact for assigned Elai-only B2B accounts • Own contract renewal cycles and execute renewal agreements before expiration • Identify expansion opportunities and advise customers on increasing Elai usage • Maintain target account retention rates supporting Global NRR • Conduct customer health checks and business reviews with actionable recommendations • Monitor warning signs and proactively re-engage at-risk accounts • Run NPS surveys and analysis for Elai-only customers and lead follow-up actions • Collaborate across departments to resolve blockers and renew customer confidence • Build and maintain educational resources, including videos, guides, and documentation • Draft and optimize customer engagement messaging and product updates • Enable the Account Management team to position, sell, and support Elai • Act as a subject matter expert in AI-generated video and video-based learning best practices • Maintain account records, renewal forecasts, and risk assessments in Salesforce, ChurnZero, or company systems • Report on portfolio health, renewal pipeline, and retention performance • Partner with Account Management, Support, Product, and Marketing on customer engagement, escalations, roadmap input, success stories, references, and case studies • Contribute to internal playbooks, process improvements, and team knowledge sharing

🎯 Requirements

• Professional working proficiency in English • Bachelor's degree in Business, Education Technology, Data Analytics, or a related field • 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS business • Proven experience managing renewals and commercial conversations with B2B customers • Strong data literacy and ability to analyze customer behavior through Excel, BI dashboards, or CRM platforms • Strong communication and presentation skills, with experience creating customer-facing resources • Excellent organizational and project management skills • Comfortable working in a fast-paced, collaborative, and remote-first environment • Ability to work independently and as part of a collaborative team • Must be legally authorized to work in your country of residence • Preferred: Experience with AI video, generative AI, or content creation tools • Preferred: Experience using Salesforce, ChurnZero, or similar Customer Success tools • Preferred: Experience working with corporate L&D, training, marketing, or communications teams • Preferred: Familiarity with video learning strategies, digital adoption best practices, or instructional design • Preferred: Background in customer education, training, or content creation

🏖️ Benefits

• Opportunity to work on impactful projects with a growing company • Collaborative and supportive team environment • Flexible work arrangements • Contractor/vendor engagement with fees, payment schedule, notice period, and general terms set out in the Independent Contractor Agreement • Ability to invoice for services rendered • Independent contractor responsible for own taxes and benefits • Confidentiality/IP/data handling policies • Access to a human review option for applicants requesting non-automated review • Reasonable adjustments for applicants with disabilities

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