At a Glance
- Tasks: Build strong relationships with enterprise customers and drive their success with Kaltura's AI-powered platform.
- Company: Join Kaltura, a global leader in video technology, fostering a diverse and collaborative culture.
- Benefits: Enjoy a hybrid work model, 25 days leave, health insurance, and personal development opportunities.
- Other info: Dynamic environment with room for growth and a focus on employee well-being.
- Why this job: Make a real impact by helping organisations transform their communication and collaboration through video.
- Qualifications: 3+ years in Customer Success or Account Management, with experience managing enterprise accounts.
The predicted salary is between 60000 - 80000 £ per year.
This is us
Kaltura’s (NYSE: KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time.
We not only want to make using video simpler, but we also want to better people’s lives through video.
Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate.
Among our customers, you’ll find more than 1000 global, well-known organizations.
15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say.
Our team is currently 700+ people, and we’re still growing.
We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.
Kaltura has a fast-paced environment where initiative is always encouraged.
Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely.
Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.
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 role
We are looking for a proactive and commercially-minded Customer Success Manager (CSM) to partner with Kaltura’s enterprise customers across the United Kingdom and Europe, and ensure they achieve lasting, measurable success with our platform.
Kaltura is a global leader in
AI‑enabled video technology , transforming how organisations communicate, train, collaborate, and scale knowledge.
In this role, you will own a portfolio of enterprise customers and be accountable not only for their success, but also, in collaboration with an Account Executive, for driving expansion, revenue growth, and strategic account penetration .
You will work closely with senior business stakeholders, IT leaders, and transformation teams to help them adopt, scale, and embed AI‑driven video workflows across their organisations.
This position reports to the Director of Customer Success (Enterprise) for EMEA & APAC.
Key Responsibilities
- Strategic Customer Partnership & Value Realisation
- Build strong, multi‑level relationships with enterprise stakeholders, becoming a trusted strategic advisor .
- Deeply understand customer goals and align them to the value of
Kaltura’s AI‑powered platform , from video creation and management to analytics and automation.
- Lead structured engagements such as value reviews, executive business reviews, health checks , and strategic planning sessions.
- Define customer success plans tied to
KPIs, ROI outcomes, and measurable business objectives .
- Revenue Growth, Expansion & Commercial Ownership
- Own and execute renewals , driving high retention while uncovering upsell and cross‑sell opportunities.
- Build and manage a robust expansion pipeline : ident ifying whitespace, validating opportunities, and leading commercial conversations.
- Partner with Sales (or independently lead) to negotiate, structure, and close expansion deals , ensuring alignment with customer value and revenue targets.
- Use adoption insights, stakeholder mapping, and account planning to accelerate enterprise‑wide growth across business units, markets, and use cases.
- Track and manage commercial performance through forecasting, pipeline hygiene, and revenue reporting .
- Customer Health, Adoption & Risk Mitigation
- Proactively monitor customer usage of video, AI, and collaboration workflows to identify adoption gaps and opportunities for value expansion.
- Develop and execute risk mitigation plans to prevent churn, engaging internal teams when needed to resolve blockers quickly.
- Lead escalations with urgency and professionalism, ensuring swift resolution and positive customer outcomes.
- Cross‑Functional Leadership & Customer Advocacy
- Act as the central point of coordination between customers and internal teams including
Sales, Product, Professional Services, Support, and Finance .
- Translate customer insights, market trends, and AI‑related needs into structured feedback for Product and leadership teams.
- Champion customer outcomes internally, ensuring their voice shapes product evolution, roadmaps, and service delivery.
Requirements
3+ years’ experience in Enterprise Customer Success, Account Management, or a hybrid CS/sales role in a Saa S business.
- Proven experience managing enterprise accounts , with strong ownership of renewals, retention, and revenue growth.
- Demonstrated success leading expansion cycles and negotiating commercial contracts .
- Experience managing a book of business of $1M+ ARR and handling 15 + enterprise accounts concurrently.
• Strong sales discipline
pipeline management, forecasting accuracy, commercial negotiation , and value‑based selling.
- Ability to travel across Europe
10–15% .
- Comfortable with
Salesforce, CS platforms, Excel, Power Point , and account planning tools.
- Highly Desirable
- Experience with video platforms, collaboration tools, or AI‑driven Saa S products .
- Knowledge of enterprise procurement cycles and stakeholder landscapes.
- Passion for the role of
AI in digital transformation, employee enablement, and organisational learning .
- Experience working with enterprises on digital transformation initiatives .
The perks
- Hybrid, flexible work environment
- 25 days of leave annually
- Pension scheme
- Group life insurance + Vitality Health Insurance
- Mental health program
- Personal and professional development programs
- Occasional Cross company long weekends
Account Manager in London employer: Kaltura
Kaltura is an exceptional employer that fosters a diverse and collaborative work environment, making it an ideal place for ambitious sales professionals to thrive. With comprehensive training, direct mentorship from experienced leaders, and a clear career development path, employees are empowered to grow within the innovative Telecom, Media, and Entertainment sectors. Located in London, Kaltura offers a hybrid work model and a competitive compensation package, ensuring that every Kalturian can contribute meaningfully while enjoying a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kaltura. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kaltura before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kaltura:Your cover letter is your chance to shine! Tell us why you want to work at Kaltura specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kaltura!
How to prepare for a job interview at Kaltura
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
