Customer Success Manager, Kaltura

• If you don't meet 100% of the requirements below, 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
• 3+ years’ experience in Customer Success, Account Management, or a similar role within a SaaS organisation
• Demonstrated experience selling into or managing customers in the higher education sector
• Proven ownership of customer retention, renewals, and revenue growth
• Experience managing a book of business of $1,000,000+ in annual recurring revenue
• Experience managing 20+ active accounts concurrently
• Strong commercial discipline, including pipeline management, forecasting, and sales execution
• Ability and willingness to travel across Europe 10–15% of the time
• Confident using tools such as Salesforce, Customer Success platforms, Excel, and PowerPoint

Desirable

• We are looking for a driven and passionate Customer Success Manager (CSM) to partner with Kaltura’s higher education customers across the United Kingdom and Europe, and ensure they achieve lasting, measurable success with our platform
• Kaltura is at the forefront of AI-powered video and learning technology, transforming how universities teach, learn, assess, and communicate
• In this role, you will play a critical part in helping institutions adopt, scale, and embed AI-enabled video solutions, from intelligent video management and live streaming to AI-driven search, captions, analytics, and learning experiences
• The position reports to the Director of Customer Success (Education) for EMEA & APAC
• You will own a portfolio of education customers and be responsible for retention, renewals, and growth, building deep, long-term relationships with academic leaders, learning technologists, IT teams, and senior stakeholders
• Become a trusted adviser to higher education customers, building strong relationships at both operational and executive levels
• Ensure customer success with Kaltura’s video and AI-driven products and services, aligning platform capabilities to institutional goals
• Help customers maximise the impact of video, live streaming, and AI-powered learning workflows through a deep understanding of:
• The higher education landscape
• Kaltura’s evolving AI product portfolio
• Teaching, learning, and assessment use cases
• Work closely with customers to define success criteria, KPIs, and adoption goals, and actively support progress against them
• Maintain regular, structured engagement through business reviews, health checks, and onsite visits
• Own and execute contract renewals, retaining and expanding revenue while ensuring timely and accurate execution
• Proactively monitor adoption, satisfaction, and usage of Kaltura’s platform, particularly AI-enabled features, to identify and mitigate churn risk
• Manage customer escalations with professionalism and urgency
• Define and deliver clear mitigation plans for at-risk accounts, in collaboration with internal teams
• Act as a strong advocate for customer needs and priorities across Kaltura
• Serve as the primary point of coordination between customers and internal teams, including Product, Professional Services, Support, Finance, and Sales
• Provide structured feedback on customer use cases, challenges, and opportunities, especially relating to AI adoption in higher education
• Proactively identify and develop opportunities to expand Kaltura’s footprint within existing higher education customers across faculties, departments, and use cases
• Lead, negotiate, and close expansion opportunities directly, or partner closely with an Account Executive where appropriate
• Position Kaltura’s AI-powered capabilities as strategic enablers for institutional transformation, digital learning, and operational efficiency