Customer Success Manager

Description

This is us 

Kaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people’s lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you’ll find more than 1000 global, well-known organizations.    

15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we’re still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud. 

Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.   

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. 

Requirements

The role

Thrives at the intersection of product expertise, customer service, and strategic thinking.

Passionate about understanding customer needs and crafting effective solutions.

As a Customer Success Manager, you work at the forefront of delivering exceptional service and strategic guidance to our clients to help them achieve their goals. As a trusted advisor, you are responsible for building and maintaining key relationships across your customers while helping them tap into the full potential of the Kaltura platform, ensuring product adoption that accelerates their specific roadmaps.

Focus is on both customer support and initiative scoping.

· Provide exceptional customer support and enablement: Act as a trusted advisor to assigned accounts, addressing their technical inquiries, troubleshooting issues, and ensuring their ongoing success with our products and services. Ensure the customer is increasingly empowered to independently troubleshoot issues.

· Conduct in-depth customer analysis: Deep dive into customer requirements, analyze data usage patterns, and identify areas for improvement.

· Scope and define initiatives: Collaborate with customers and internal teams to clearly define the scope of new projects and initiatives, ensuring alignment with customer needs and technical feasibility, with the guidance of the global account manager and solution engineering team.

· Champion customer success: Proactively identify opportunities to enhance the customer experience and drive product adoption. Become a trusted partner, advocating for the customer within the organization.

The day-to-day:

· Deliver exceptional product and analytical support to assigned accounts.

· Analyze customer data and usage patterns to identify trends, opportunities and potential risks.

· Develop and maintain strong understanding of customer goals and how video usage aligns to their business outcomes. Through this understanding, and deep knowledge of Kaltura products, be a trusted advisor for day-to-day product owners and senior level contacts across assigned accounts.

· Work with clients to establish a joint roadmap to achieve critical goals aligned with KPIs to measure achievement of these goals.

· Communicate frequently with customers via business reviews, health calls, and onsite visits.

Ideally, we’re looking for:

· 5+ years in an Enterprise Customer Success and/or Account Management role in Enterprise technology/software

· Experience and demonstrated success working with Fortune 100 technology companies

· BA/BS preferred or equivalent work experience with demonstrated proficiency

· Ability to travel up to approximately 33% and as required

· Experience managing up to 20 accounts.

· Consistently meet retention and organic growth quotas

· Experience managing pipeline, forecast, and executing sales process.

· Senior level presence and communication skills.

· Self-motivated team player who has fresh ideas and thrives on team success.

The perks:

1. Hybrid, flexible work environment   
2. Zero employee premium health plan, effective from day 1, plus dental and vision benefits  
3. FSA and 401K with company match  
4. Mobile plan and home internet reimbursement   
5. Personal and professional development programs  
6. Occasional Cross company long weekends   
7. An Equal Employment Opportunity Employer and an E-Verify participant