Account Manager, Kaltura

• 3+ years’ experience in Enterprise Customer Success, Account Management, or a hybrid CS/sales role in a SaaS business
• Proven experience managing enterprise accounts, with strong ownership of renewals, retention, and revenue growth
• Demonstrated success leading expansion cycles and negotiating commercial contracts
• Experience managing a book of business of $1M+ ARR and handling 15+ enterprise accounts concurrently
• Strong sales discipline: pipeline management, forecasting accuracy, commercial negotiation, and value‑based selling
• Ability to travel across Europe 10–15%
• Comfortable with Salesforce, CS platforms, Excel, PowerPoint, and account planning tools
• If you don't meet 100% of the requirements - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day

Desirable

• We are looking for a proactive and commercially-minded Customer Success Manager (CSM) to partner with Kaltura’s enterprise customers across the United Kingdom and Europe, and ensure they achieve lasting, measurable success with our platform
• Kaltura is a global leader in AI‑enabled video technology, transforming how organisations communicate, train, collaborate, and scale knowledge
• In this role, you will own a portfolio of enterprise customers and be accountable not only for their success, but also, in collaboration with an Account Executive, for driving expansion, revenue growth, and strategic account penetration
• You will work closely with senior business stakeholders, IT leaders, and transformation teams to help them adopt, scale, and embed AI‑driven video workflows across their organisations
• This position reports to the Director of Customer Success (Enterprise) for EMEA & APAC
• Strategic Customer Partnership & Value Realisation:
• Build strong, multi‑level relationships with enterprise stakeholders, becoming a trusted strategic advisor
• Deeply understand customer goals and align them to the value of Kaltura’s AI‑powered platform, from video creation and management to analytics and automation
• Lead structured engagements such as value reviews, executive business reviews, health checks, and strategic planning sessions
• Define customer success plans tied to KPIs, ROI outcomes, and measurable business objectives
• Revenue Growth, Expansion & Commercial Ownership:
• Own and execute renewals, driving high retention while uncovering upsell and cross‑sell opportunities
• Build and manage a robust expansion pipeline: ident ifying whitespace, validating opportunities, and leading commercial conversations
• Partner with Sales (or independently lead) to negotiate, structure, and close expansion deals, ensuring alignment with customer value and revenue targets
• Use adoption insights, stakeholder mapping, and account planning to accelerate enterprise‑wide growth across business units, markets, and use cases
• Track and manage commercial performance through forecasting, pipeline hygiene, and revenue reporting
• Customer Health, Adoption & Risk Mitigation:
• Proactively monitor customer usage of video, AI, and collaboration workflows to identify adoption gaps and opportunities for value expansion
• Develop and execute risk mitigation plans to prevent churn, engaging internal teams when needed to resolve blockers quickly
• Lead escalations with urgency and professionalism, ensuring swift resolution and positive customer outcomes
• Cross‑Functional Leadership & Customer Advocacy:
• Act as the central point of coordination between customers and internal teams including Sales, Product, Professional Services, Support, and Finance
• Translate customer insights, market trends, and AI‑related needs into structured feedback for Product and leadership teams
• Champion customer outcomes internally, ensuring their voice shapes product evolution, roadmaps, and service delivery