The role

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 a Customer Success Team Lead. 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.

Key Responsibilities

Customer Partnership & Value Realisation

• 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.

Renewals & Retention

• 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.

Internal Collaboration & Advocacy

• 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.

Strategic Growth & Expansion

• 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

Requirements

• 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

Highly Desirable

• Experience with video platforms, learning technologies, or AI-enabled SaaS products
• Familiarity with higher education buying cycles, stakeholders, and procurement processes
• Passion for the role of AI in teaching, learning, and assessment
• Experience working with universities on digital transformation or learning innovation initiatives

The perks:

1. Hybrid, flexible work environment
2. 25 days of leave annually
3. Pension scheme
4. Group life insurance + Vitality Health Insurance
5. Mental health program
6. Personal and professional development programs
7. Occasional Cross company long weekends