Customer Success Manager, Kaltura
More information about location
Office located in Holborn, London
Cloud platform powering video, communication, and learning experiences
Open for applications
Cloud platform powering video, communication, and learning experiences
501-1000 employees
Open for applications
More information about location
Office located in Holborn, London
501-1000 employees
Company mission
To power any video experience, for any organization.
Role
Who you are
- We are looking for an experienced Customer Success Manager (CSM) who will partner with and ensure the long-term success of our enterprise customers across EMEA
- Minimum of 5 years in a customer success or account management role for a SaaS solution
- Strong verbal, written and numeracy skills
- Can demonstrate strong presentation skills
- Experience managing a book of business of at least $1 million Annual Revenue
- Experience in contract negotiations
- Hybrid work from Kaltura’s London office in Holborn
- Ability to travel around UK and to Europe, 15-20% of the time to meet customers
- Experience managing 20+ accounts
- Experienced in being responsible for customer retention and renewal
- Experience managing pipeline, forecast, and executing sales process
- Good working knowledge of Excel and PowerPoint, or similar tools
- Salesforce and other Customer Success tool experience is a plus
What the job involves
- The CSM will be a key member of our Revenue team, reporting to a Customer Success Vice President and working out of London
- The main responsibilities for this role are retaining, renewing, and growing a book of existing accounts across the United Kingdom and Europe by developing long-term relationships and connecting with key stakeholders and business executives
- Become a trusted adviser and foster strong relationships at both tactical and executive levels with customers
- Assure customer’s success with Kaltura’s product and services
- Help customers maximize the use of video, live streaming and virtual events via a deep understanding of customer’s needs, Kaltura’s products and the market
- Work with clients on their video and events strategy establishing key performance indicators and aid the customer in achieving their goals
- Communicate frequently with customers via business reviews, health calls and onsite visits
- Renewals:
- Negotiate and close contract renewals, retaining and growing revenue while assuring on time execution
- Retention:
- Leverage the relationship as well as close monitoring of adoption and customer’s satisfaction to identify any churn risks
- Manage account escalations
- Define and execute a mitigation plan for customers in churn risk
- Liaise:
- Advocate customer needs/issues cross-departmentally
- Be the face of Kaltura to the customer and guide communication with different Kaltura departments - Product, Finance, Professional Services, Customer Support, etc
- Strategic growth:
- Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases
- Lead, negotiate and close sales into existing customer base or work collaboratively with an Account Executive to do so
Salary benchmarks
Our take
The use of video is ever-increasing in popularity. Kaltura is a leading video cloud with a mission to power any video experience for any organization. Its products are used by thousands of global enterprises, media companies, service providers, and educational institutions, with hundreds of millions of viewers at home, at work, and at school.
One of Kaltura's strengths was its patient, long-term approach to growth, not having rushed into going public despite it being rumoured. When the company did go public on Nasdaq in 2021, it offered one of the largest IPOs in the video technology sector of that year.
Since undergoing a reorganization plan focused on realigning its operations, Kaltura is further increasing efficiency and productivity. It also continues to roll out new features for its platform, winning multiple awards from the likes of Eventex in the process. Kaltura is, of course, reliant on the world continuing to embrace video to support its ambitious growth plans for the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-10% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2016
$52.6m
SERIES F
Feb 2014
$47m
SERIES E
Total funding: $167.7m
Company benefits
- Hybrid, flexible work environment
- Extended private health (including mental) insurance
- Personal and professional development programs
- Occasional Cross company long weekends
Company values
- Grow with us - At Kaltura you will have the opportunity to work with talented professionals, cutting edge technology and get the chance to develop your career path in a startup mentality
- Wellness - We work hard, but we also make sure to take care of our body and souls. Employees enjoy the Kaltura Running Team, weekly yoga classes, healthy snacks and more
- Innovation - Every employee is encouraged to share their ideas, insights, and passions with their teams all year round. Every idea is listened to and explored. Our annual 3-day Hackathon is the cultivation of our ongoing innovation
Company HQ
Union Square, New York, NY
Articles
Leadership
Rob Yekutiel
(Chairman & CEO)Having studied at the University of Pennsylvania, they founded Destinator Technologies, where they worked for 2 and a half years, and VisualGATE Systems, where they worked as Chairman from 2003-2006. They co-founded Kaltura in September 2006, and have served as Chairman and CEO since.
Michal Tsur
(President)After a Doctoral Degree at New York University, they co-founded Cyota in 1999, serving as VP until its acquisition by RSA in 2005. They then worked for a year as a Yale Visiting Fellow, before co-founding Kaltura in 2006.
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