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PanoptoCustomer Success Manager, Elai (UK, EU, or the Americas)
Panopto is seeking a Customer Success Manager, Elai to drive growth, retention, and satisfaction for users of Elai. Operating as an independent contractor engaged through Deel,…
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About This Role
Panopto is seeking a Customer Success Manager, Elai to drive growth, retention, and satisfaction for users of Elai. Operating as an independent contractor engaged through Deel, this role is open to candidates based in the UK, EU, or the Americas. Panopto specializes in visual and audio-based learning technology, helping organizations share knowledge effortlessly. In this high-impact, customer-facing role, the professional will manage the entire lifecycle of Elai customers, coordinate engagement…
Job Description
Panopto is seeking a Customer Success Manager, Elai to drive growth, retention, and satisfaction for users of Elai. Operating as an independent contractor engaged through Deel, this role is open to candidates based in the UK, EU, or the Americas. Panopto specializes in visual and audio-based learning technology, helping organizations share knowledge effortlessly.
In this high-impact, customer-facing role, the professional will manage the entire lifecycle of Elai customers, coordinate engagement across teams, and serve as the main operational and commercial contact for Elai-only business accounts. The position requires strong analytical thinking, commercial awareness, and proactive problem-solving to foster long-term customer adoption and retention.
Responsibilities
- Drive customer adoption of Elai to meet established service level agreements
- Develop and execute enablement strategies integrating Elai into customer workflows
- Track usage patterns to identify risk indicators regarding feature adoption and engagement
- Serve as the primary operational and commercial contact for assigned Elai-only accounts
- Manage contract renewal cycles and secure renewal agreements ahead of expiration dates
- Identify expansion opportunities and advise clients on scaling Elai usage across business units
- Conduct regular business reviews and customer health checks for key accounts
- Execute Net Promoter Score surveys and follow-up actions for Elai-only clients
- Build self-service educational resources such as guides, documentation, and videos
- Maintain accurate account records, renewal forecasts, and risk assessments in systems like Salesforce and ChurnZero
Requirements
- Professional working proficiency in English
- Three to five years of experience in Customer Success, Account Management, or a related customer-facing role within a SaaS company
- Proven background in managing renewals and commercial discussions with B2B customers
- Strong data literacy with the 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 your country of residence
Qualifications
- Bachelor degree in Business, Education Technology, Data Analytics, or a related field
- Experience working with AI video, generative AI, or content creation tools
- Familiarity with platforms such as Salesforce or ChurnZero
- Experience collaborating with corporate learning and development, marketing, training, or communications teams
- Knowledge of video learning strategies, instructional design, or digital adoption best practices
- Background in customer training, education, or content creation
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this position?
This position is engaged as an independent contractor through Deel, meaning you will not be an employee of Panopto and must invoice for services rendered.
Where can the contractor be located?
Candidates must be based in the UK, EU, or the Americas and have legal authorization to work in their country of residence.
What is the salary for this role?
The salary or compensation details are not specified in the job posting.
How do I apply for this position?
Interested candidates must submit a resume or CV, a cover letter detailing their interest, proposed rate, and relevant skills, portfolio work samples, and details regarding their earliest start date and weekly availability.
Sample Interview Questions
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