Customer Success Manager, Elai (UK, EU, or the Americas)

Company Overview:

At Panopto, we are the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career.

Position Summary

As Customer Success Manager, Elai, you will play a pivotal role in the growth, retention, and satisfaction of every customer using Elai. You'll drive adoption, and long-term retention for all customers purchasing Elai, whether they buy Elai alone or alongside Panopto. For customers who purchase Elai only, you will also be the primary operational and commercial contact, managing the full renewal cycle.

You'll work cross-functionally with Account Management, Support, Product, and Marketing. Together you'll make sure customers get measurable value from their investment, and you'll help the wider Account Management team represent Elai with confidence.

This is a high-impact, customer-facing role. It requires analytical thinking, commercial awareness, proactive problem-solving, and a passion for customer education and engagement.

In This Role, You Will…

Adoption and Engagement (all customers purchasing Elai)

• 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.

Account Management and Renewals (Elai-only B2B customers)

• 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).

Customer Health, Risk and NPS

• Conduct regular customer health checks and business reviews for key accounts, providing actionable recommendations (all customers purchasing Elai).

• 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.

Customer Education and Enablement

• 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.

Account Records and Forecasting

• 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.

Cross-Functional Collaboration

• 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.

Required Qualifications

• 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.

• Location: Remote – UK, EU, or the Americas (Must be legally authorized to work in your country of residence)   

Preferred Qualifications

• 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.

Engagement Terms

• This role is engaged as an independent contractor through Deel. Fees, payment schedule, notice period, and general terms are set out in the Independent Contractor Agreement.

Why Partner with Us?

Opportunity to work on impactful projects with a growing company.

Collaborative and supportive team environment.

Flexible work arrangements.

How to Apply:

• Interested candidates are invited to apply and submit the following:

• Your Resume/CV outlining relevant experience.

• A Cover Letter detailing your interest in this specific project, your relevant skills, and your proposed rate (i.e. annual, monthly, etc.).

• Portfolio/Work Samples: [Link to online portfolio, attach relevant documents, or describe examples of your work].

Availability: Please indicate your earliest start date and estimated weekly availability.

Contract Terms:

This is a contractor/vendor role. You will not be an employee of Panopto. You must be able to invoice us for services rendered and be responsible for your own taxes and benefits. All deliverables must comply with our confidentiality/IP/data handling policies.

Use of Artificial Intelligence (AI)

Panopto AI Use Policy:

Panopto’s AI Use Policy is committed to a hiring process that is thoughtful, fair, and centered on human connection. As artificial intelligence (AI) becomes more prevalent in the workplace, we believe that it is important to describe our use of AI in the hiring process, as well as outline to candidates what use of AI is and is not allowed. While AI can be a valuable tool, it cannot replace genuine human interaction or an individual’s unique perspective, experience, and voice. 

Company Use of AI: 

Panopto may utilize tools to enhance the efficiency, objectivity, and quality of our recruitment and evaluation process. These tools assist our team throughout the hiring lifecycle by focusing on four key areas:

• Content Creation: Providing a starting point for crafting job descriptions and assisting in building tailored interview questions.

• Resume Parsing: Analyzing candidate skillsets and resume alignment to efficiently identify qualified candidates.

• Interview & Assessment Insights: Providing interview transcription, summarization, and identifying key insights from candidate assessments in relation to specific role requirements.

• Data Organization: Organizing and storing information gathered during assessments to help our team make informed, data-driven decisions.
  
  

Ultimately, these tools are used to support—not replace—our team in assessing skills, generating insights, and identifying the best talent for Panopto.

To ensure fairness and transparency:

Human-Centric Decisions: Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers. Panopto hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.

Bias Mitigation: We are committed to algorithmic fairness. Our AI-assisted tools undergo regular independent audits to detect and mitigate bias, with the goal of keeping our processes equitable and inclusive. Our methodology aligns with global best practices and regional digital ethics standards to provide every candidate with a fair and merit-based evaluation.

Your Rights & Accommodations: We provide inclusive access for all applicants. If you require a reasonable adjustment due to a disability, or if you prefer a non-automated review of your application, please contact Panopto Talent Attraction. We respect your right to request human intervention; please note that opting for a manual review may impact the standard processing timeline.

Data Privacy and Security:

Your personal data and recordings are processed securely in compliance with global privacy and employment regulations (including EEOC, GDPR, and other local or regional privacy laws, as applicable).

To facilitate our recruitment and evaluation process, limited candidate data may be shared securely with trusted third-party vendors and service providers acting on our behalf. We retain candidate data only as long as necessary to fulfill the recruitment purpose or as required by applicable statutory retention periods. Once this purpose is met, or the retention period expires, your data is securely deleted or anonymized in accordance with our data governance policy.

Panopto is dedicated to a fair and equitable hiring process for all candidates. 

Use of AI: 

Statement of Transparency:

At Panopto, we embrace the transformative power of AI to enhance productivity and learning. We believe in providing a level playing field where candidates can use modern tools to put their best foot forward, provided those tools support, rather than replace, their authentic voice and expertise. While we encourage the use of AI as a tool for growth and preparation, we require transparency and authenticity to ensure a fair evaluation for all. 

Acceptable Use:

• AI-Assisted Preparation: You are encouraged to use Generative AI (e.g., ChatGPT, Gemini) as a mock interviewer or coach to refine your speaking points.

• Research & Knowledge Gathering: Using AI to synthesize industry trends or company background is permitted and viewed as proactive preparation.

• Career Guidance Tools: Simulation tools that help you practice the STAR method or identify skill gaps are acceptable.
  

Prohibited Use:

• Live Interview Assistance: The use of real-time AI "teleprompters," live answer-generators, or deepfake audio/video during Panopto recordings or live sessions is strictly prohibited.

• Plagiarized Work Samples: Any take-home assignments or portfolios must be your original work. While AI can assist in formatting or brainstorming, the core logic and execution must be yours.
  
  

Panopto has a zero-tolerance policy toward the misrepresentation of job-related skills. Consequences of using prohibited tools may result in my immediate disqualification from the hiring process, the withdrawal of any pending offer, or termination of employment if discovered after hire.

Verification of Experience:

To ensure the integrity of our hiring process and validate the skills demonstrated during your Panopto submission, Panopto may require the following "Proof of Experience":

• Work Samples & Portfolios: Candidates may be asked to provide original work samples (e.g., code repositories, design portfolios, case studies) that pre-date the current application.

• Digital Footprint & Professional Links: We may request links to professional profiles (e.g., LinkedIn, GitHub, Behance) to verify career trajectory and industry contributions.

Disclosures:

• Live Validation: Any technical skill demonstrated in an asynchronous Panopto recording is subject to a live, "Human-in-the-Loop" technical assessment or deep-dive discussion.

• Fraud Detection: Please be aware that we utilize metadata analysis and fraud detection tools to ensure the authenticity of all video submissions.
  
  

By submitting your application and participating in the recruitment process, you acknowledge and consent to Panopto's use of AI, as well as the acceptable and prohibited uses of AI as a candidate, as described above.

Panopto is dedicated to a fair and equitable hiring process for all candidates.