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PanoptoCustomer Success Manager, Elai (UK, EU, or the Americas)
Panopto operates as a visual and audio learning technology company focused on helping organizations share knowledge. The company is hiring a Customer Success Manager, Elai to…
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About This Role
Panopto operates as a visual and audio learning technology company focused on helping organizations share knowledge. The company is hiring a Customer Success Manager, Elai to drive user adoption, retention, and satisfaction for its Elai product line. This independent contractor position is open to applicants residing in the UK, the EU, or the Americas who possess legal authorization to work in their home country. In this customer-facing capacity, the professional…
Job Description
Panopto operates as a visual and audio learning technology company focused on helping organizations share knowledge. The company is hiring a Customer Success Manager, Elai to drive user adoption, retention, and satisfaction for its Elai product line. This independent contractor position is open to applicants residing in the UK, the EU, or the Americas who possess legal authorization to work in their home country.
In this customer-facing capacity, the professional manages adoption strategies, oversees renewal pipelines, and serves as the primary commercial and operational contact for Elai-only business customers. The role demands active collaboration with internal product, support, and marketing teams to resolve account blockers, evaluate customer health metrics, and support educational resource development. The position requires independent execution within a collaborative and remote-first framework, utilizing software platforms such as Salesforce and ChurnZero to maintain accurate records and forecasting.
This role suits professionals with a strong background in customer success or account management within a SaaS environment, particularly those experienced with B2B commercial negotiations and renewal cycles. Selected contractors invoice Panopto directly for rendered services and remain personally responsible for their own tax obligations and benefits.
Responsibilities
- Drive customer adoption of Elai to meet established service level agreements
- Develop and execute enablement strategies to integrate Elai into customer workflows
- Track usage patterns and proactively identify risk indicators related to feature adoption
- Manage contract renewal cycles and execute renewal agreements prior to expiration for Elai-only accounts
- Identify expansion opportunities and advise customers on increasing Elai usage across business units
- Conduct regular customer health checks, business reviews, and NPS surveys
- Build self-service educational resources including documentation, guides, and videos
- Maintain accurate account records, forecasts, and risk assessments in Salesforce and ChurnZero
Requirements
- Professional working proficiency in English
- 3 to 5 years of experience in Customer Success, Account Management, or a related customer-facing SaaS role
- Proven experience managing commercial conversations and contract renewals with B2B customers
- Strong data literacy and ability to analyze customer behavior via Excel, BI dashboards, or CRM platforms
- Strong communication, presentation, organizational, and project management skills
- Legal authorization to work in the country of residence
Qualifications
- Bachelor's degree in Business, Education Technology, Data Analytics, or a related field
- Experience with generative AI, AI video, or content creation tools
- Experience utilizing platforms such as Salesforce or ChurnZero
- Background working with corporate marketing, communications, training, or L&D teams
- Familiarity with digital adoption best practices, video learning strategies, or instructional design
- Previous background in training, customer education, or content creation
Core Skills
Benefits
- Opportunity to work on impactful projects with a growing company
- Collaborative and supportive team environment
- Flexible work arrangements
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
The posting states that the role is remote, with applicants required to be based in the UK, the EU, or the Americas and legally authorized to work in their country of residence.
What is the employment type for this position?
This position is engaged as an independent contractor through Deel, rather than as an employee of Panopto.
Is a salary specified in the posting?
No, the job posting does not state a salary or compensation rate.
How do I apply for this role?
Interested candidates must submit a resume or CV, a cover letter detailing their interest, relevant skills, and proposed rate, a portfolio or work samples, and information regarding their earliest start date and weekly availability.
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