Customer Success Manager

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 and well-known organisations.    

15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. We are a Team of over 700 talented 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. 

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 the Director of Customer Success (Education) for EMEA & APAC. 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