Customer Experience Success Manager

Kaltura • New York, NY

9d • $70,000 - $80,000 • Hybrid

About The Position

Kaltura is seeking a proactive, tech-savvy, customer-oriented Customer Engagement Success Manager to join its Customer Engagement team. The role drives product adoption, customer engagement, and retention across a portfolio of customers. It uses 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.

The position combines customer relationship management with technical expertise and an interest in emerging technologies. The manager 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. The role is hybrid and offers a nationwide annual base salary range of $70,000–$80,000 USD; actual pay depends on factors including role scope, complexity, location, candidate skills and experience, and other employment conditions.

Requirements

• 1–2 years of experience in a customer-facing role, such as Customer Success, Account Management, or Technical Support; SaaS or AI-native company experience is preferred.
• 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, including curiosity about emerging technologies, willingness to experiment with AI tools, and ability to quickly learn and apply new technologies to improve customer outcomes.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Hybrid, flexible work environment.
• Zero employee premium health plan, effective from day 1, plus dental and vision benefits.
• FSA and 401K with company match.
• Mobile plan and home internet reimbursement.
• Personal and professional development programs.
• Occasional cross-company long weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level