[Remote] Customer Success Manager at Panopto

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.