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- Tasks: Build strong relationships with higher education customers and ensure their success with Kaltura's AI-powered video solutions.
- Company: Join Kaltura, a leader in AI-driven video and learning technology.
- Benefits: Enjoy a hybrid work environment, 25 days leave, health insurance, and personal development opportunities.
- Why this job: Make a real impact in transforming education through innovative video technology.
- Qualifications: 3+ years in Customer Success or Account Management, preferably in the higher education sector.
- Other info: Dynamic role with opportunities for growth and travel across Europe.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are looking for a driven and passionate Customer Success Manager (CSM) to partner with Kaltura's higher education customers across the United Kingdom and Europe and ensure they achieve lasting, measurable success with our platform.
Kaltura is at the forefront of AI-powered video and learning technology, transforming how universities teach, learn, assess, and communicate. In this role, you will play a critical part in helping institutions adopt, scale, and embed AI-enabled video solutions—from intelligent video management and live streaming to AI-driven search, captions, analytics, and learning experiences.
The position reports to a Customer Success Team Lead. You will own a portfolio of education customers and be responsible for retention, renewals, and growth, building deep, long-term relationships with academic leaders, learning technologists, IT teams, and senior stakeholders.
Key Responsibilities- Become a trusted adviser to higher education customers, building strong relationships at both operational and executive levels.
- Ensure customer success with Kaltura's video and AI-driven products and services, aligning platform capabilities to institutional goals.
- Help customers maximise the impact of video, live streaming, and AI-powered learning workflows through a deep understanding of:
- The higher education landscape
- Teaching, learning, and assessment use cases
- Act as a strong advocate for customer needs and priorities across Kaltura.
- Serve as the primary point of coordination between customers and internal teams, including Product, Professional Services, Support, Finance, and Sales.
- Provide structured feedback on customer use cases, challenges, and opportunities—especially relating to AI adoption in higher education.
- Proactively identify and develop opportunities to expand Kaltura's footprint within existing higher education customers across faculties, departments, and use cases.
- Lead, negotiate, and close expansion opportunities directly, or partner closely with an Account Executive where appropriate.
- Position Kaltura's AI-powered capabilities as strategic enablers for institutional transformation, digital learning, and operational efficiency.
- 3+ years' experience in Customer Success, Account Management, or a similar role within a SaaS organisation
- Demonstrated experience selling into or managing customers in the higher education sector
- Proven ownership of customer retention, renewals, and revenue growth
- Experience managing a book of business of $1,000,000+ in annual recurring revenue
- Experience managing 20+ active accounts concurrently
- Strong commercial discipline, including pipeline management, forecasting, and sales execution
- Ability and willingness to travel across Europe 10–15% of the time
- Confident using tools such as Salesforce, Customer Success platforms, Excel, and PowerPoint
- Experience with video platforms, learning technologies, or AI-enabled SaaS products
- Familiarity with higher education buying cycles, stakeholders, and procurement processes
- Passion for the role of AI in teaching, learning, and assessment
- Experience working with universities on digital transformation or learning innovation initiatives
- Hybrid, flexible work environment
- 25 days of leave annually
- Group life insurance + Vitality Health Insurance
- Mental health program
- Personal and professional development programs
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service and Sales
Industries: Software Development
Customer Success Manager in London employer: Kaltura
Contact Detail:
Kaltura Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the higher education sector. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. Building relationships can open doors to opportunities that aren’t even advertised.
✨Tip Number 2
Show your passion for AI and video solutions! When you get the chance to chat with potential employers, share your insights on how these technologies can transform education. This will not only demonstrate your knowledge but also your enthusiasm for the role.
✨Tip Number 3
Prepare for interviews by understanding Kaltura’s products inside out. Familiarise yourself with their AI-driven features and think about how you can help customers maximise their impact. This will show you’re serious about the role and ready to hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Kaltura. Let’s make it happen!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success, especially within the higher education sector, and show how your skills align with Kaltura's mission and values.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible, like retention rates or revenue growth, to illustrate how you've successfully managed customer accounts.
Be Authentic: Let your personality shine through in your application. We want to see your passion for customer success and AI in education. Share your story and why you’re excited about the opportunity to work with Kaltura.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and shows your enthusiasm for joining our team at Kaltura!
How to prepare for a job interview at Kaltura
✨Know Your Customer Success Fundamentals
Make sure you brush up on the key principles of customer success, especially in the context of higher education. Understand how to build relationships with academic leaders and IT teams, and be ready to discuss how you've helped customers achieve their goals in previous roles.
✨Familiarise Yourself with Kaltura's Offerings
Dive deep into Kaltura's AI-powered video solutions and learning technologies. Be prepared to explain how these tools can transform teaching and learning, and think about specific use cases that resonate with the higher education landscape.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage customer escalations. Think of examples from your past experiences where you successfully navigated challenges or turned around at-risk accounts, showcasing your proactive approach.
✨Show Your Passion for AI in Education
Kaltura is all about innovation in learning through AI. Share your thoughts on the role of AI in education and any relevant experiences you've had with digital transformation initiatives. This will demonstrate your alignment with their mission and your enthusiasm for the role.
