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We are looking for a proactive and customer-focused Account Manager (AM) to partner with Kaltura's education customers across the United Kingdom and Europe, ensuring they achieve lasting, measurable success with our platform.
Kaltura is a global leader in AI-enabled video technology, transforming how educational institutions teach, learn, communicate, collaborate, and engage students. In this role, you will own a portfolio of education customers and be accountable for driving adoption, retention, customer satisfaction, and long-term strategic partnerships across your accounts.
You will work closely with academic leaders, learning technology teams, IT departments, digital education specialists, and institutional stakeholders to help them adopt, scale, and embed innovative video and AI-powered learning experiences across their institutions.
This position reports to the Director of Customer Success for EMEA & APAC.
Requirements
Key Responsibilities
Strategic Customer Partnership & Value Realisation
Build strong relationships with stakeholders across educational institutions, becoming a trusted advisor to academic, technical, and administrative teams.
Develop a deep understanding of institutional goals and align them to the value of Kaltura's AI-powered platform, including video management, virtual classrooms, student engagement, content creation, and analytics.
Lead structured engagements such as 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.
Provide guidance and best practices to help customers maximise the value of their investment in Kaltura.
Adoption, Retention & Customer Growth
Drive successful onboarding, adoption, and ongoing utilisation of Kaltura solutions across teaching, learning, communications, and engagement use cases.
Identify opportunities to increase platform usage and expand adoption across faculties, departments, campuses, and programmes.
Support renewals by demonstrating customer value, adoption success, and strategic alignment with institutional priorities.
Maintain accurate account plans, success metrics, and customer health data.
Customer Health, Adoption & Risk Mitigation
Proactively monitor customer health, platform adoption, and engagement metrics to identify opportunities and risks.
Develop and execute risk mitigation plans to address adoption challenges, stakeholder changes, budget pressures, or other retention risks.
Lead customer escalations with urgency and professionalism, coordinating internal teams to drive positive outcomes.
Ensure customers achieve their desired outcomes through continuous engagement and success planning.
Cross-Functional Leadership & Customer Advocacy
Act as the central point of coordination between customers and internal teams including Product, Professional Services, Support, and Finance.
Advocate for customer needs and share insights with Product and leadership teams to help shape future platform development.
Champion customer success internally, ensuring customer feedback influences product enhancements, service delivery, and strategic priorities.
Support customer participation in community events, user groups, webinars, conferences, and reference programmes where appropriate.
Requirements
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.
Highly Desirable
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.
The 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