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Customer Experience Success Manager

CSM
New York, US

This is us 

Kaltura is a NASDAQ-listed public company (KLTR) that has redefined and led the world of enterprise video solutions for over two decades. Today, we are pioneering the next massive technological leap: the transition from passive video platforms to Agentic Digital Experiences.

Through a series of strategic acquisitions (including eSelf.ai and PathFactory), we have embedded Multimodal Conversational AI, Photo-realistic Live Avatars, and Content Intelligence directly into the DNA of our platform. We break the traditional organizational monologue, turning static digital content into smart, real-time, interactive dialogues that drive business outcomes. Kaltura is the digital backbone for thousands of global Tier-1 Enterprises, including Bank of America, Nvidia, Salesforce, AWS, Adobe, Disney, and Airbnb.

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. 


The Opportunity 


We are looking for a proactive, tech-savvy, and customer-oriented Customer Engagement Success Manager to join Kaltura’s Customer Engagement team. 

In this role, you will drive product adoption, customer engagement, and retention across a portfolio of customers. You will leverage data, digital engagement strategies, and AI-powered tools to identify opportunities, anticipate risks, and help customers maximize the value of Kaltura’s video, media, and AI solutions. 

This role combines customer relationship management with technical expertise and a passion for emerging technologies. You will develop a strong understanding of Kaltura’s products and technical environments to help customers overcome challenges, achieve their goals, and realize long-term value. 

 

What You’ll Do 

  • Drive product adoption and customer success by aligning Kaltura’s capabilities with customer needs and business goals. 
  • Manage a portfolio of customers at scale through proactive outreach, digital engagement, and data-driven strategies. 
  • Monitor customer health, identify churn risks, and develop mitigation plans to support retention and renewals. 
  • Identify growth opportunities and collaborate with Sales on potential account expansion. 
  • Build technical expertise in Kaltura’s products, integrations, APIs, and implementation environments. 
  • Leverage AI, automation, and digital tools to improve customer engagement, operational efficiency, and customer outcomes. 
  • Collaborate with Sales, Support, and Product teams to address customer challenges and share feedback. 

 

What You’ll Bring 

  • 1–2 years of experience in a customer-facing role, such as Customer Success, Account Management, or Technical Support, preferably in a SaaS or AI-Native Company. 
  • Bachelor’s degree or equivalent practical experience. 
  • Excellent written and verbal communication skills in English. 
  • Strong technical aptitude and ability to quickly learn complex product functionalities. 
  • Analytical and problem-solving skills, with the ability to translate data into actionable insights. 
  • Strong customer orientation, ownership, organization, and ability to manage multiple priorities. 
  • AI fluency and adaptability: curiosity about emerging technologies, willingness to experiment with AI tools, and ability to quickly learn and apply new technologies to improve customer outcomes. 

 

Bonus Points If You Have 

  • Experience in scaled or digital customer success. 
  • Familiarity with SaaS platforms, APIs, integrations, or cloud technologies. 
  • Experience with CRM, customer success, analytics, or AI-powered tools. 
  • Knowledge of the video, media, e-learning, or digital experience industries. 
  • Multilingual proficiency. 


The perks:

  1. Hybrid, flexible work environment   
  2. Zero employee premium health plan, effective from day 1, plus dental and vision benefits  
  3. FSA and 401K with company match  
  4. Mobile plan and home internet reimbursement   
  5. Personal and professional development programs  
  6. Occasional Cross company long weekends   
  7. An Equal Employment Opportunity Employer and an E-Verify participant 


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.

Salary Range: $70,000 – $80,000 USD.  

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