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Customer Success Manager, Elai (UK, EU, or the Americas)

13 hours, 37 minutes ago
Europe, North America, Latin America, United Kingdom
Contract
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Generative AI Salesforce
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Panopto

Panopto

Panopto is a leading video platform offering secure multimedia knowledge capture solutions for businesses and universities worldwide.

Media
51-200
Founded 2007
$8M raised
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Description

  • Drive Elai adoption and embed the platform into customers’ content-creation workflows.
  • Monitor usage, customer health, and adoption risks; proactively re-engage at-risk accounts.
  • Serve as the primary operational and commercial contact for assigned Elai-only B2B accounts.
  • Manage renewal cycles and execute renewal agreements before contract expiration.
  • Identify expansion opportunities and advise customers on growing Elai usage across their organizations.
  • Conduct customer health checks, business reviews, and NPS follow-up actions.
  • Create and maintain customer education resources, including videos, guides, documentation, and product-update communications.
  • Maintain account records, renewal forecasts, risk assessments, and portfolio reporting in systems such as Salesforce and ChurnZero.
  • Partner with Account Management, Support, Product, and Marketing to coordinate customer engagement, resolve issues, inform the roadmap, and develop customer stories.
  • Enable internal Account Management teams to position, sell, and support Elai effectively.

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 SaaS role.
  • Experience managing B2B renewals and commercial conversations.
  • Strong data literacy, including analyzing customer behavior through Excel, BI dashboards, or CRM platforms.
  • Strong communication, presentation, organizational, and project-management skills.
  • Experience creating customer-facing educational resources.
  • Ability to work independently and collaboratively in a fast-paced, remote-first environment.
  • Must be based remotely in the UK, EU, or Americas and legally authorized to work in the country of residence.
  • Experience with AI video, generative AI, content-creation tools, Salesforce, ChurnZero, corporate learning and development, instructional design, or customer training is preferred.

Benefits

  • Flexible remote work arrangements.
  • Opportunity to work on impactful projects with a growing company.
  • Collaborative and supportive team environment.
  • Independent contractor engagement through Deel.
  • Candidates manage their own taxes and benefits as an independent contractor.

Interested in this position?

Apply directly on the company website

Apply Now

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