CSM - Tech

Kaltura; New York (NY); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Hybrid, flexible work environment

Zero employee premium health plan

FSA and 401(k) with company match

Mobile plan and home internet reimbursement

Personal and professional development programs

Job summary

Kaltura is seeking a Customer Success Manager in New York, NY. In this role, you'll deliver exceptional service and strategic guidance to clients, ensuring they fully utilize Kaltura's platform. You'll conduct in-depth customer analysis and champion their success while collaborating with internal teams.

Ideal candidates have 5+ years in Enterprise Customer Success, strong communication skills, and experience managing multiple accounts. Perks include a hybrid work environment and comprehensive health benefits.

Qualifications

• 5+ years in Customer Success or Account Management roles in Enterprise technology/software.
• Experience working with Fortune 100 technology companies.
• Ability to travel up to approximately 33%.
• Experience managing 10+ accounts.

Responsibilities

• Provide exceptional customer support as a trusted advisor.
• Conduct in-depth customer analysis to identify improvement areas.
• Scope and define initiatives with customers and internal teams.
• Champion customer success by enhancing experiences and advocating.
• Analyze customer data to identify trends and opportunities.

Skills

Enterprise Customer Success experience

Account Management

Communication skills

Analytical support

AI solutions deployment

Education

BA/BS degree or equivalent work experience

Job description

About the role

Thrives at the intersection of product expertise, customer service, and strategic thinking. Passionate about understanding customer needs and crafting effective solutions.

As a Customer Success Manager, you work at the forefront of delivering exceptional service and strategic guidance to our clients to help them achieve their goals. As a trusted advisor, you are responsible for building and maintaining key relationships across your customers while helping them tap into the full potential of the Kaltura platform, ensuring product adoption that accelerates their specific roadmaps.

Focus is on both customer support and initiative scoping.

If you don't meet 100% of the requirements below — that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.

Responsibilities

• Provide exceptional customer support and enablement: Act as a trusted advisor to assigned accounts, addressing their technical inquiries, troubleshooting issues, and ensuring their ongoing success with our products and services. Ensure the customer is increasingly empowered to independently troubleshoot issues.
• Conduct in-depth customer analysis: Deep dive into customer requirements, analyze data usage patterns, and identify areas for improvement.
• Scope and define initiatives: Collaborate with customers and internal teams to clearly define the scope of new projects and initiatives, ensuring alignment with customer needs and technical feasibility, with the guidance of the global account manager and solution engineering team.
• Champion customer success: Proactively identify opportunities to enhance the customer experience and drive product adoption. Become a trusted partner, advocating for the customer within the organization.

Day‑to‑Day Activities

• Deliver exceptional product and analytical support to assigned accounts.
• Analyze customer data and usage patterns to identify trends, opportunities and potential risks.
• Develop and maintain strong understanding of customer goals and how video usage aligns to their business outcomes. Through this understanding, and deep knowledge of Kaltura products, be a trusted advisor for day‑to‑day product owners and senior level contacts across assigned accounts.
• Work with clients to establish a joint roadmap to achieve critical goals aligned with KPIs to measure achievement of these goals.
• Communicate frequently with customers via business reviews, health calls, and onsite visits.

Qualifications

• 5+ years in an Enterprise Customer Success and/or Account Management role in Enterprise technology/software.
• Experience and demonstrated success working with Fortune 100 technology companies.
• BA/BS preferred or equivalent work experience with demonstrated proficiency.
• Ability to travel up to approximately 33% and as required.
• Experience managing 10+ accounts.
• Consistently meet retention and organic growth quotas.
• Experience managing pipeline, forecast, and executing sales process.
• Senior level presence and communication skills.
• Self‑motivated team player who has fresh ideas and thrives on team success.
• Experience selling and supporting deployment of AI solutions.

Perks

• Hybrid, flexible work environment.
• Zero employee premium health plan, effective from day 1, plus dental and vision benefits.
• FSA and 401(k) with company match.
• Mobile plan and home internet reimbursement.
• Personal and professional development programs.
• Occasional cross‑company long weekends.
• An Equal Employment Opportunity Employer and an E‑Verify participant.