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Customer Success Manager, Elai (UK, EU, or the Americas)
Contract type
Freelance
Work mode
Remote · Americas
Experience
Mid-level · 3+ years
Job description
Customer Success Manager for Elai, responsible for driving adoption, retention and satisfaction of Elai customers, and acting as primary operational and commercial contact for Elai-only B2B accounts including the full renewal cycle.
At a glance
- Employment
- Contract · Independent contractor
- Work mode
- Remote · Americas
- Languages
- English – professional working proficiency
What you'll do
- Drive customer adoption of Elai to meet established service level agreements (SLAs).
- Develop and execute enablement strategies that embed Elai into customers' content creation workflows.
- Track usage patterns and proactively identify risk indicators related to engagement or feature adoption.
- Promote best practices and support new feature adoption in collaboration with Product and Customer Marketing.
- Serve as the primary operational and commercial contact for an assigned portfolio of Elai-only accounts.
- Own and manage contract renewal cycles, executing renewal agreements before contract expiration dates.
- Identify expansion opportunities and advise customers on growing Elai usage across teams, departments, or business units.
- Maintain target account retention rates across your portfolio in support of Global Net Revenue Retention (NRR).
- Conduct regular customer health checks and business reviews for key accounts, providing actionable recommendations.
- Monitor warning signs such as reduced logins or declining video creation, and proactively re-engage at-risk accounts.
- Run NPS surveys and analysis for Elai-only customers, and lead follow-up actions on the results.
- Collaborate across departments to resolve blockers and renew customer confidence.
- Build and maintain educational resources, including videos, guides, and documentation for self-service learning.
- Draft and optimize customer engagement messaging, such as product updates, to encourage adoption.
- Support internal enablement of Elai across the Account Management team, so colleagues can position, sell, and support Elai effectively.
- Act as a subject matter expert in AI-generated video and video-based learning best practices.
- Maintain accurate account records, renewal forecasts, and risk assessments in company systems (e.g., Salesforce, ChurnZero) for all customers purchasing Elai.
- Provide regular reporting on portfolio health, renewal pipeline, and retention performance.
- Partner with Account Management on customers who purchase both Panopto and Elai, so engagement is coordinated and ownership is clear.
- Partner with Support and Product teams to escalate issues and influence the Elai roadmap.
- Work with Marketing to identify customer success stories, support the reference program, and contribute to case studies.
- Contribute to internal playbooks, process improvement initiatives, and team knowledge sharing.
What we're looking for
- 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 role in a SaaS business.
- Proven experience managing renewals and commercial conversations with B2B customers.
- Strong data literacy and the ability to analyze customer behavior through 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.
- Must be legally authorized to work in your country of residence.
Nice to have
- Experience with AI video, generative AI, or content creation tools.
- Experience using platforms such as Salesforce, ChurnZero, or similar Customer Success tools.
- Experience working with corporate L&D, training, marketing, or communications teams.
- Familiarity with video learning strategies, digital adoption best practices, or instructional design.
- Background in customer education, training, or content creation.
Your team
Account Management
Benefits
- Opportunity to work on impactful projects with a growing company.
- Collaborative and supportive team environment.
- Flexible work arrangements.
Apply
About Panopto
The most customer-centric learning technology company in the world
Panopto is the leader in visual and audio-based learning, empowering organizations to share knowledge effortlessly in a capture and post-capture world.
Mission
To attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career.
Key facts
- Learning technology
- Leader in visual and audio-based learning
- Elai is an AI-generated video product
What they value
- Customer-centric
- Elevate the Craft