Customer Success Manager, Elai (Contractor Role) at Panopto

As Customer Success Manager, Elai, you will play a pivotal role in the growth, retention, and satisfaction of every customer using Elai. You'll drive adoption, and long-term retention for all customers purchasing Elai, whether they buy Elai alone or alongside Panopto. For customers who purchase Elai only, you will also be the primary operational and commercial contact, managing the full renewal cycle.

You'll work cross-functionally with Account Management, Support, Product, and Marketing. Together you'll make sure customers get measurable value from their investment, and you'll help the wider Account Management team represent Elai with confidence.

This is a high-impact, customer-facing role. It requires analytical thinking, commercial awareness, proactive problem-solving, and a passion for customer education and engagement.

In This Role, You Will...

Adoption and Engagement (all customers purchasing Elai)

• Drive customer adoption of Elai to meet established service level agreements (SLAs).
• Develop and execute enablement strategies that embed Elai into customers' content creation workflows.
• Track usage patterns and proactively identify risk indicators related to engagement or feature adoption.
• Promote best practices and support new feature adoption in collaboration with Product and Customer Marketing.

Account Management and Renewals (Elai-only B2B customers)

• Serve as the primary operational and commercial contact for an assigned portfolio of Elai-only accounts.
• Own and manage contract renewal cycles, executing renewal agreements before contract expiration dates.
• Identify expansion opportunities and advise customers on growing Elai usage across teams, departments, or business units.
• Maintain target account retention rates across your portfolio in support of Global Net Revenue Retention (NRR).

Customer Health, Risk and NPS

• Conduct regular customer health checks and business reviews for key accounts, providing actionable recommendations (all customers purchasing Elai).
• Monitor warning signs such as reduced logins or declining video creation, and proactively re-engage at-risk accounts.
• Run NPS surveys and analysis for Elai-only customers, and lead follow-up actions on the results.
• Collaborate across departments to resolve blockers and renew customer confidence.

Customer Education and Enablement

• Build and maintain educational resources, including videos, guides, and documentation for self-service learning.
• Draft and optimize customer engagement messaging, such as product updates, to encourage adoption.
• Support internal enablement of Elai across the Account Management team, so colleagues can position, sell, and support Elai effectively.
• Act as a subject matter expert in AI-generated video and video-based learning best practices.

Account Records and Forecasting

• Maintain accurate account records, renewal forecasts, and risk assessments in company systems (e.g., Salesforce, ChurnZero) for all customers purchasing Elai.
• Provide regular reporting on portfolio health, renewal pipeline, and retention performance.

Cross-Functional Collaboration

• Partner with Account Management on customers who purchase both Panopto and Elai, ensuring coordinated engagement and clear ownership.
• Partner with Support and Product teams to escalate issues and influence the Elai roadmap.
• Work with Marketing to identify customer success stories, support the reference program, and contribute to case studies.
• Contribute to internal playbooks, process improvement initiatives, and team knowledge sharing.