Strategic Customer Success Manager

Strategic Customer Success Manager

Kaltura's 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.

Requirements

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

We are looking for a world-class Strategic Customer Success Manager to build and nurture high-value relationships with PathFactory's largest and most complex enterprise accounts.

PathFactory, a critical part of the Kaltura ecosystem, is a content intelligence platform that helps B2B marketing, sales, and support teams create personalized content experiences for their buyers, tracking and analyzing user behavior to recommend the most relevant content to each individual. With our proprietary content intelligence data, we provide insights into how buyers are engaging with content, helping you optimize your content strategy, and connect with your buyers in a more personalized and meaningful way to drive pipeline and revenue.

This role is focused on driving strategic initiatives, customer retention, and ensuring customers realize the full value of their investment by aligning PathFactory's platform with their business objectives. The Strategic Customer Success Manager strategizes with their customers and acts as a consultant and trusted advisor across multiple functions including ABM, Demand Generation, Content Marketing, Marketing Operations, IT, and Sales Enablement. The role involves a high level of customization, executive and multi-departmental collaboration, and long-term strategic planning.

You will work with large enterprises as well as medium-sized businesses, across multiple verticals, to grow their use of the PathFactory platform and to provide education and create expansion opportunities into the Kaltura platform and use cases. You will work hand-in-hand with Account Executives, who are responsible for prospecting and owning the more complex, strategic sales motions.

Key Responsibilities

• Develop and execute customized strategies for large, complex enterprise accounts to ensure alignment between PathFactory's solutions and the customer's broader business goals.
• Identify opportunities to cross-pollinate PathFactory with Kaltura solutions for value-add and expansion opportunities
• Engage with senior executives, management, and individual contributors across marketing and IT departments to drive adoption and value realization.
• Lead Strategic Check-ins to review progress and align PathFactory's solutions with evolving business objectives.
• Dynamically manage your account assignments based on the ability to retain, adopt, and expand.
• Collaborate with Account Executives to ensure seamless coordination around expansion opportunities.
• Drive long-term value through tailored use cases that address the specific needs of large, multinational organizations with complex organizational structures.
• Proactively identify growth opportunities within accounts, collaborating closely with cross-functional teams.
• Monitor account health, usage patterns, and engagement metrics to mitigate risks and ensure successful outcomes.
• Stay current with industry trends and best practices to provide expert advice to customers.

Ideally, we're looking for:

• 5+ years in an Enterprise customer success and/or selling role
• Proven track record of driving customer engagement and retention in a SaaS environment.
• Ability to collaborate effectively with senior executives, marketing leaders, and IT departments.
• Strong problem-solving skills and the ability to manage multiple stakeholders across complex organizations.
• Familiarity with the Martech industry and Enterprise technology is a strong advantage.
• Ability to travel from time to time, as required
• Experience managing 20+ accounts
• Consistently meet retention and organic growth quotas
• Experience managing pipeline, forecasting, and executing short-term sales processes.
• Self-motivated team player who has fresh ideas and thrives on team success.
• Track record of working with Fortune 500 companies