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

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• 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