Customer Success Manager (Scale)

Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail Technology, Loss Prevention, Artificial IntelligenceIndustries

Requirements

Candidates should have at least 2 years of experience in customer-facing roles such as Customer Success Manager, account management, project management, or support, preferably within the SaaS industry. A strong analytical mindset, proficiency with productivity and communication tools (Slack, Excel, CRM, automation platforms), and the ability to manage multiple projects with attention to detail are essential. Excellent written and verbal communication skills, including confidence in presenting to client groups, and a proven track record of transforming customer data into actionable insights are also required. Experience collaborating across Product, Marketing, Sales, and Support teams is necessary, with a bonus for understanding of compliance or financial services industries.

Responsibilities

The Customer Success Manager (Scale) will own the customer lifecycle at scale, driving product adoption, satisfaction, and value realization across a large customer base. Responsibilities include leveraging analytics to proactively identify risks and opportunities, building and managing scalable customer programs like webinars and office hours, and monitoring key success metrics such as adoption, retention, NPS, and expansion. The role also involves acting as the voice of the customer by gathering insights and sharing feedback with cross-functional teams to improve outcomes, producing high-quality resources to accelerate customer learning, and driving initiatives that reduce churn, increase engagement, and position accounts for expansion.

Skills

Customer Success

Data Analysis

Program Management

Customer Engagement

Customer Adoption

Customer Retention

NPS

Cross-functional Collaboration

Content Creation

Webinars

Customer Education

Loss Prevention

Retail Security

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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