Customer Experience Success Manager

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Customer Experience Success Manager

CSM

New York, US

This is us

Kaltura is a NASDAQ-listed public company (KLTR) that has redefined and led the world of enterprise video solutions for over two decades. Today, we are pioneering the next massive technological leap: the transition from passive video platforms to Agentic Digital Experiences.

Through a series of strategic acquisitions (including eSelf.ai and PathFactory), we have embedded Multimodal Conversational AI, Photo-realistic Live Avatars, and Content Intelligence directly into the DNA of our platform. We break the traditional organizational monologue, turning static digital content into smart, real-time, interactive dialogues that drive business outcomes. Kaltura is the digital backbone for thousands of global Tier-1 Enterprises, including Bank of America, Nvidia, Salesforce, AWS, Adobe, Disney, and Airbnb.

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.

The Opportunity

We are looking for a proactive, tech-savvy, and customer-oriented Customer Engagement Success Manager to join Kaltura's Customer Engagement team.

In this role, you will drive product adoption, customer engagement, and retention across a portfolio of customers. You will leverage data, digital engagement strategies, and AI-powered tools to identify opportunities, anticipate risks, and help customers maximize the value of Kaltura's video, media, and AI solutions.

This role combines customer relationship management with technical expertise and a passion for emerging technologies. You will develop a strong understanding of Kaltura's products and technical environments to help customers overcome challenges, achieve their goals, and realize long-term value.

What You'll Do

• Drive product adoption and customer success by aligning Kaltura's capabilities with customer needs and business goals.
• Manage a portfolio of customers at scale through proactive outreach, digital engagement, and data-driven strategies.
• Monitor customer health, identify churn risks, and develop mitigation plans to support retention and renewals.
• Identify growth opportunities and collaborate with Sales on potential account expansion.
• Build technical expertise in Kaltura's products, integrations, APIs, and implementation environments.
• Leverage AI, automation, and digital tools to improve customer engagement, operational efficiency, and customer outcomes.
• Collaborate with Sales, Support, and Product teams to address customer challenges and share feedback.

What You'll Bring

• 1-2 years of experience in a customer-facing role, such as Customer Success, Account Management, or Technical Support, preferably in a SaaS or AI-Native Company.
• Bachelor's degree or equivalent practical experience.
• Excellent written and verbal communication skills in English.
• Strong technical aptitude and ability to quickly learn complex product functionalities.
• Analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Strong customer orientation, ownership, organization, and ability to manage multiple priorities.
• AI fluency and adaptability: curiosity about emerging technologies, willingness to experiment with AI tools, and ability to quickly learn and apply new technologies to improve customer outcomes.

Bonus Points If You Have

• Experience in scaled or digital customer success.
• Familiarity with SaaS platforms, APIs, integrations, or cloud technologies.
• Experience with CRM, customer success, analytics, or AI-powered tools.
• Knowledge of the video, media, e-learning, or digital experience industries.
• Multilingual proficiency.

The perks:

• Hybrid, flexible work environment
• Zero employee premium health plan, effective from day 1, plus dental and vision benefits
• FSA and 401K 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

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills and experience of the candidate; and other conditions of employment.

Salary Range: $70,000 - $80,000 USD.