Customer Success Analyst, Panopto

• Bachelor’s degree in Education Technology, Data Analytics, Business, or a related field
• 1–3 years of experience in Customer Success, Customer Experience, Business Analysis, or EdTech
• Experience working with higher education/K-12 institutions or large organizations using LMS/VCMS platforms
• Strong data literacy and ability to analyze customer behavior through tools like 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
• Available to travel up to 10% as needed to serve our customers - much of our engagement with customers is now online via Zoom but flexibility to be occasionally onsite where needed is beneficial

Desirable

• To enhance our team we are seeking a Customer Success Analyst to help maximize customer value and ensure meaningful, long-term engagement with our platform
• As a Customer Success Analyst, you will play a pivotal role in supporting the growth, retention, and satisfaction of Panopto’s customer base
• You’ll focus on driving platform adoption, delivering strategic insights based on customer usage data, and creating scalable enablement initiatives
• You will work cross-functionally to ensure our customers realize the full value of their investment and remain long-term partners
• This is a high-impact, customer-facing role that requires analytical thinking, proactive problem-solving, and a passion for customer education and engagement
• You'll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft
• Platform Adoption and Engagement: Develop and execute enablement strategies to drive adoption of Panopto within customer organizations
• Track usage patterns and proactively identify risk indicators related to engagement or feature adoption
• Deliver tailored training and use-case-specific onboarding to enhance product stickiness
• Promote best practices and support new feature adoption in collaboration with Product and Customer Marketing
• Customer Education and Enablement: Build and maintain educational resources including videos, guides, and documentation for self-service learning
• Conduct health checks for strategic and at-risk accounts and provide actionable recommendations
• Ensure targeted user roles (instructors, content creators, IT admins) are fully equipped for success using Panopto
• Collaborate with cross-functional teams to continuously improve customer-facing materials based on feedback
• Strategic Guidance and Best Practices: Advise customers on how to expand Panopto usage across departments, campuses, or business units
• Act as a subject matter expert in video-based learning, knowledge sharing, and lecture capture best practices
• Churn Risk Identification and Engagement: Assist with managing the Net Promoter Score (NPS) program, including delivery, analysis, and follow-up plans
• Monitor warning signs such as reduced logins or lack of new content creation and proactively re-engage at-risk accounts
• Collaborate across departments to resolve blockers and renew customer confidence
• Cross-Functional Collaboration: Partner with Support, Account Management, and Product teams to escalate issues and influence roadmap development
• Work with Marketing to identify customer success stories, support the reference program, and contribute to case studies
• Collaborate with Implementation to support seamless transitions from onboarding to long-term engagement
• Contribute to internal playbooks, process improvement initiatives, and team knowledge sharing