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.
RequirementsThe 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 SaaS 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, PowerPoint, and account planning tools.
Highly Desirable
- Experience with video platforms, collaboration tools, or AI‑driven SaaS 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
- Enhanced Pension scheme
- Group life insurance + Vitality Health Insurance
- Access to MyndUp for Coaching, Therapy, Psychology or Counselling sessions
- Personal and professional development programs
- Occasional Cross company long weekends
Kaltura London, England Office
London, United Kingdom
