Customer Success Manager, Elai
New
P
PanoptoSaaS video learning
Remote – UK, EU, or the AmericasContractMiddle
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 SuccessSaaSAccount 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.
- Experience managing renewals and commercial conversations with B2B customers.
- Strong data literacy and ability to analyze customer behavior using Excel, BI dashboards, or CRM platforms.
- Strong communication and presentation skills, including experience creating customer-facing resources.
- Excellent organizational and project management skills.
- Experience with AI video, generative AI, or content creation tools is preferred.
- Experience with Salesforce, ChurnZero, or similar Customer Success tools is preferred.
- Familiarity with corporate L&D, training, marketing, or communications teams; video learning strategies, digital adoption, or instructional design is preferred.
- Background in customer education, training, or content creation is preferred.
Responsibilities
- Drive customer adoption of Elai and develop enablement strategies that embed it into customers' content creation workflows.
- Track usage patterns and identify engagement or feature-adoption risks; promote best practices and new features.
- Serve as the primary operational and commercial contact for assigned Elai-only accounts.
- Manage contract renewals, identify expansion opportunities, and support target account retention rates.
- Conduct customer health checks and business reviews, monitor warning signs, and re-engage at-risk accounts.
- Run NPS surveys and follow up on results for Elai-only customers.
- Build educational resources and customer engagement messaging, and support internal Elai enablement.
- Maintain account records, renewal forecasts, and risk assessments in company systems, including Salesforce and ChurnZero.
- Partner with Account Management, Support, Product, and Marketing on customer coordination, issue escalation, customer stories, and process improvement.
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