Customer Success Manager, Elai
New
P
PanoptoLearning technology
Remote – UK, EU, or the AmericasContractManager
Salary not disclosed
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Job Details
- Languages
- Professional working proficiency in English
- Experience
- 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS business.
- Required Skills
- SalesforceMicrosoft ExcelCustomer SuccessAccount Management
Requirements
- Professional working proficiency in English.
- Bachelor's degree in Business, Education Technology, Data Analytics, or a related field.
- 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS business.
- Proven experience managing renewals and commercial conversations with B2B customers.
- Strong data literacy and ability to analyze customer behavior through Excel, BI dashboards, or CRM platforms.
- Experience creating customer-facing resources and strong communication and presentation skills.
- Strong organizational and project management skills.
- Ability to work independently and collaboratively in a remote-first environment.
- Preferred: experience with AI video, generative AI, or content creation tools.
- Preferred: experience with Salesforce, ChurnZero, or similar Customer Success tools.
- Preferred: experience with corporate L&D, training, marketing, or communications teams.
- Preferred: familiarity with video learning strategies, digital adoption best practices, or instructional design.
- Preferred: background in customer education, training, or content creation.
Responsibilities
- Drive customer adoption of Elai and develop enablement strategies that embed it into customers' content creation workflows.
- Track usage patterns, identify engagement and feature-adoption risks, and promote best practices and new features.
- Serve as the primary operational and commercial contact for assigned Elai-only B2B accounts.
- Manage contract renewals before expiration and identify opportunities to expand customer usage.
- Conduct customer health checks and business reviews, monitor warning signs, and re-engage at-risk accounts.
- Run NPS surveys and analysis for Elai-only customers and lead follow-up actions.
- Build educational resources, including videos, guides, and documentation, and draft customer engagement messaging.
- Maintain account records, renewal forecasts, and risk assessments in systems such as Salesforce and ChurnZero.
- Report on portfolio health, renewal pipeline, and retention performance.
- Coordinate with Account Management, Support, Product, and Marketing on customer engagement, issue escalation, roadmap feedback, and success stories.
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