Customer Success Manager, Elai - Panopto

Company Overview

At Panopto, we are the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter.

Position Summary

As Customer Success Manager, Elai, you will play a pivotal role in the growth, retention, and satisfaction of every customer using Elai. You'll drive adoption and long-term retention for all customers purchasing Elai, whether they buy Elai alone or alongside Panopto. For customers who purchase Elai only, you will also be the primary operational and commercial contact, managing the full renewal cycle.

You'll work cross-functionally with Account Management, Support, Product, and Marketing to ensure customers get measurable value from their investment.

In This Role, You Will…

• Adoption and Engagement: Drive customer adoption of Elai to meet established service level agreements (SLAs), develop enablement strategies, track usage patterns, and promote best practices.
• Account Management & Renewals (Elai-only B2B customers): Serve as the primary operational/commercial contact, own contract renewal cycles, identify expansion opportunities, and maintain target account retention rates.
• Customer Health & Risk: Conduct regular health checks and business reviews, monitor warning signs, run NPS surveys, and collaborate across departments to resolve blockers.
• Customer Education: Build educational resources, draft engagement messaging, and act as a subject matter expert in AI-generated video.
• Forecasting & Records: Maintain accurate account records, renewal forecasts, and risk assessments in systems like Salesforce and ChurnZero.

Required Qualifications

• 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 SaaS role.
• 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, presentation, organizational, and project management skills.
• Comfortable working independently in a fast-paced, remote-first environment.
• Location: Remote – UK, EU, or the Americas.

Preferred Qualifications

• Experience with AI video, generative AI, or content creation tools.
• Experience using platforms such as Salesforce or ChurnZero.
• Background working with corporate L&D, training, marketing, or instructional design.

Engagement Terms

This role is engaged as an independent contractor through Deel. You will be responsible for your own taxes and benefits.