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

We are looking for an experienced Customer Success Manager (CSM) who will partner with and ensure the long-term success of our enterprise customers across EMEA.

The CSM will be a key member of our Revenue team, reporting to a Customer Success Vice President and working out of London. The main responsibilities for this role are retaining, renewing, and growing a book of existing accounts across the United Kingdom and Europe by developing long-term relationships and connecting with key stakeholders and business executives.

Responsibilities:

• Become a trusted adviser and foster strong relationships at both tactical and executive levels with customers.
• Assure customer’s success with Kaltura’s product and services.
• Help customers maximize the use of video, live streaming and virtual events via a deep understanding of customer’s needs, Kaltura’s products and the market.
• Work with clients on their video and events strategy establishing key performance indicators and aid the customer in achieving their goals.
• Communicate frequently with customers via business reviews, health calls and onsite visits.

Renewals:

• Negotiate and close contract renewals, retaining and growing revenue while assuring on time execution.

Retention:

• Leverage the relationship as well as close monitoring of adoption and customer’s satisfaction to identify any churn risks.
• Manage account escalations.
• Define and execute a mitigation plan for customers in churn risk.

Liaise:

• Advocate customer needs/issues cross-departmentally.
• Be the face of Kaltura to the customer and guide communication with different Kaltura departments - Product, Finance, Professional Services, Customer Support, etc.

Strategic growth:

• Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases.
• Lead, negotiate and close sales into existing customer base or work collaboratively with an Account Executive to do so.

Role Requirements:

• Minimum of 5 years in a customer success or account management role for a SaaS solution.
• Strong verbal, written and numeracy skills
• Can demonstrate strong presentation skills
• Experience managing a book of business of at least $1 million Annual Revenue.
• Experience in contract negotiations
• Hybrid work from Kaltura’s London office in Holborn
• Ability to travel around UK and to Europe, 15-20% of the time to meet customers.
• Experience managing 20+ accounts.
• Experienced in being responsible for customer retention and renewal.
• Experience managing pipeline, forecast, and executing sales process.
• Good working knowledge of Excel and PowerPoint, or similar tools
• Salesforce and other Customer Success tool experience is a plus.

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