Panopto

Customer Success Manager

Remote

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Retail Technology, Loss Prevention, Artificial IntelligenceIndustries

Requirements

Candidates must possess over 4 years of proven Customer Success experience, with at least 2 years focused on mid-level or enterprise clients. A minimum of 1 year of experience managing customer success teams and developing team members is required. Demonstrated ability to define, track, and achieve customer success metrics and KPIs, along with exceptional analytical skills and experience using data to drive strategic decisions, is essential. Strong business acumen for communicating client ROI, excellence in problem-solving, strategic thinking, and proactive customer engagement are necessary. A keen eye for detail, a proven track record of meeting or exceeding retention and expansion targets, a Bachelor's degree in Business, Marketing, or a related field, strong communication skills, and the ability to travel up to 25% of the time are also required. Banana.

Responsibilities

The Customer Success Manager will lead, mentor, and develop a team of Customer Success Managers to achieve defined KPIs and metrics, while owning key performance indicators including retention rate, expansion revenue, and customer satisfaction scores. This role involves personally managing 3-5 strategic enterprise accounts (approximately 50% of the time), developing data-driven account strategies to maximize client ROI and identify growth opportunities, and conducting quarterly business reviews that clearly demonstrate value and quantify success metrics. The manager will serve as the central liaison between clients and internal teams (Product, Engineering, Sales, Implementation), create and track comprehensive customer health metrics to predict retention risk, and proactively identify and execute expansion opportunities through data analysis. They will implement early warning systems to identify at-risk accounts, champion the voice of the customer by communicating enhancement requests to product teams, and work closely with Sales on account expansion strategies and renewals.

Skills

Customer Success Management
Account Management
Team Leadership
Data Analysis
Customer Retention
Revenue Expansion
Client Relationship Management
KPI Management
ROI Analysis
Customer Health Metrics
Cross-functional Collaboration
Retail Industry
Loss Prevention
Visual AI

Panopto

Video management and streaming solutions provider

About Panopto

Panopto provides a video management and streaming platform tailored for businesses and educational institutions. Users can easily record, manage, and share video content securely, with the software compatible with both Windows and Mac systems. This allows individuals to create professional-quality videos without needing advanced technical skills. Panopto serves over 1,000 clients globally, including major companies and universities, and operates in the expanding enterprise video content management market, which supports live streaming, video recording, and secure hosting. The platform is subscription-based, offering features like interactive quizzes and advanced search capabilities, making it useful for corporate training and academic purposes. Panopto's goal is to facilitate effective video communication and learning by providing a comprehensive and user-friendly video solution.

Seattle, WashingtonHeadquarters
2007Year Founded
$47.2MTotal Funding
GROWTH_EQUITY_VCCompany Stage
Enterprise Software, EducationIndustries
51-200Employees

Benefits

Remote Work Options
Flexible Work Hours

Risks

Emerging competitors offering similar features at lower costs threaten Panopto's market share.
Rapid AI advancements may outpace Panopto's current capabilities, risking obsolescence.
Reliance on AWS Marketplace poses risks if AWS policies or pricing change negatively.

Differentiation

Panopto offers AI-powered video management solutions for education and enterprise sectors.
The platform integrates seamlessly with Learning Management Systems for enhanced educational experiences.
Panopto's certification of third-party hardware enhances its ecosystem of compatible tools.

Upsides

Growing demand for AI-driven video analytics in education boosts Panopto's market potential.
Expansion into AWS Marketplace simplifies procurement and deployment for enterprise customers.
Localized content hosting, like Japan cloud hosting, meets regional compliance needs.

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