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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in driving customer adoption and retention within the education sector, leveraging AI-enabled video technology to enhance student engagement and learning outcomes. Skilled in relationship management, account planning, and strategic partnership development to ensure customer success.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementEducational TechnologyStakeholder EngagementAI-Driven SaaS Products
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer AdoptionRetention StrategiesAccount PlanningProject CoordinationDigital Learning Transformation
Soft Skills
Consultative Relationship ManagementOrganizational Skills
Tools & Technologies
SalesforceCustomer Success PlatformsExcelPowerPoint
Industry Keywords
Higher EducationLearning TechnologiesLMS/VLE PlatformsVideo PlatformsDigital Learning Ecosystems
About the role
Key responsibilities & impact- Partner with Kaltura's education customers across the United Kingdom and Europe to ensure lasting, measurable success with its AI-enabled video technology platform
- Own a portfolio of education customers and drive adoption, retention, customer satisfaction, and long-term strategic partnerships
- Build relationships with academic leaders, learning technology teams, IT departments, digital education specialists, and institutional stakeholders
- Align institutional goals with Kaltura's AI-powered platform, including video management, virtual classrooms, student engagement, content creation, and analytics
- Lead success reviews, executive business reviews, health checks, and strategic planning sessions
- Create and maintain customer success plans aligned to institutional objectives, adoption goals, student outcomes, and measurable success metrics
- Guide customers and share best practices to maximise the value of their investment
- Drive onboarding, adoption, and ongoing utilisation across teaching, learning, communications, and engagement use cases
- Identify opportunities to increase usage and expand adoption across faculties, departments, campuses, and programmes
- Support renewals by demonstrating customer value, adoption success, and strategic alignment
- Maintain account plans, success metrics, and customer health data
- Monitor customer health, platform adoption, and engagement metrics to identify opportunities and risks
- Develop and execute risk mitigation plans for adoption challenges, stakeholder changes, budget pressures, and retention risks
- Lead customer escalations and coordinate internal teams to drive positive outcomes
- Coordinate between customers and Product, Professional Services, Support, and Finance
- Advocate for customer needs and share insights with Product and leadership teams
- Support customer participation in community events, user groups, webinars, conferences, and reference programmes
- Report to the Director of Customer Success for EMEA & APAC
Requirements
What you’ll need- 3+ years' experience in Customer Success, Account Management, Educational Technology, Learning Technology, or a similar customer-facing SaaS role
- Experience managing strategic customer relationships within the education sector or comparable complex organisations
- Proven ability to drive customer adoption, retention, and long-term customer success
- Strong consultative relationship management skills with the ability to engage a variety of stakeholders, from academic users to senior leadership
- Experience managing a portfolio of customers and prioritising multiple initiatives concurrently
- Strong organisational skills, including account planning, project coordination, and stakeholder management
- Ability to travel across Europe 10-15%
- Comfortable with Salesforce, customer success platforms, Excel, PowerPoint, and account planning tools
- Experience working with higher education institutions, schools, online learning providers, or EdTech organisations
- Knowledge of learning technologies such as LMS/VLE platforms, lecture capture, virtual classrooms, video platforms, and digital learning ecosystems
- Experience supporting customers through digital learning transformation initiatives
- Passion for the role of AI in education, student engagement, teaching innovation, and learning outcomes
- Experience working with video platforms, collaboration tools, or AI-driven SaaS products
Benefits
Comp & perks- Hybrid, flexible work environment
- 25 annual leave days (excluding public holidays) (UK site)
- Enhanced Pension scheme (UK Site)
- Group Life Assurance (UK Site)
- Vitality Health Insurance (opt-in) (UK Site)
- Income Protection (UK Site)
- Critical Illness insurance (UK site)
- Access to MyndUp for Coaching, Therapy, Psychology or Counselling sessions
- Personal and professional development programs
- Occasional Cross company long weekends