Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Customer Success Manager driving Elai adoption, customer education, and renewals for Panopto’s visual learning technology platform. Managing B2B accounts, health metrics, NPS, and expansion opportunities remotely.
Responsibilities
- Drive customer adoption of Elai to meet established SLAs
- Develop and execute enablement strategies embedding Elai into customer content creation workflows
- Track usage patterns and identify engagement or feature-adoption risks
- Promote best practices and support new feature adoption with Product and Customer Marketing
- Serve as primary operational and commercial contact for assigned Elai-only B2B accounts
- Own contract renewal cycles and execute renewal agreements before expiration
- Identify expansion opportunities and advise customers on increasing Elai usage
- Maintain target account retention rates supporting Global NRR
- Conduct customer health checks and business reviews with actionable recommendations
- Monitor warning signs and proactively re-engage at-risk accounts
- Run NPS surveys and analysis for Elai-only customers and lead follow-up actions
- Collaborate across departments to resolve blockers and renew customer confidence
- Build and maintain educational resources, including videos, guides, and documentation
- Draft and optimize customer engagement messaging and product updates
- Enable the Account Management team to position, sell, and support Elai
- Act as a subject matter expert in AI-generated video and video-based learning best practices
- Maintain account records, renewal forecasts, and risk assessments in Salesforce, ChurnZero, or company systems
- Report on portfolio health, renewal pipeline, and retention performance
- Partner with Account Management, Support, Product, and Marketing on customer engagement, escalations, roadmap input, success stories, references, and case studies
- Contribute to internal playbooks, process improvements, and team knowledge sharing
Requirements
- Professional working proficiency in English
- Bachelor's degree in Business, Education Technology, Data Analytics, or a related field
- 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS business
- Proven experience managing renewals and commercial conversations with B2B customers
- Strong data literacy and ability to analyze customer behavior through Excel, BI dashboards, or CRM platforms
- Strong communication and presentation skills, with experience creating customer-facing resources
- Excellent organizational and project management skills
- Comfortable working in a fast-paced, collaborative, and remote-first environment
- Ability to work independently and as part of a collaborative team
- Must be legally authorized to work in your country of residence
- Preferred: Experience with AI video, generative AI, or content creation tools
- Preferred: Experience using Salesforce, ChurnZero, or similar Customer Success tools
- Preferred: Experience working with corporate L&D, training, marketing, or communications teams
- Preferred: Familiarity with video learning strategies, digital adoption best practices, or instructional design
- Preferred: Background in customer education, training, or content creation
Benefits
- Opportunity to work on impactful projects with a growing company
- Collaborative and supportive team environment
- Flexible work arrangements
- Contractor/vendor engagement with fees, payment schedule, notice period, and general terms set out in the Independent Contractor Agreement
- Ability to invoice for services rendered
- Independent contractor responsible for own taxes and benefits
- Confidentiality/IP/data handling policies
- Access to a human review option for applicants requesting non-automated review
- Reasonable adjustments for applicants with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Customer Success Manager driving adoption of Buildots’ AI construction intelligence platform across construction projects. Onboarding users, advising clients, and feeding project insights into product development.
Client Success Manager optimizing lead - generation Google Ads for an automotive and local - service marketing agency. Managing 20 - 25 client relationships, campaign performance, and retention.
Axon Customer Success Manager helping Canadian public - safety customers adopt devices and cloud software. Building strategic partnerships, guiding deployments, and driving renewals and product value.
Customer Success Manager supporting public - sector customers using SymPro treasury management software. Managing relationships, renewals, migrations, and expansion across the United States and Canada.
Customer Success Manager supporting government and public - sector customers using SymPro treasury management software. Managing renewals, retention, migrations, and account expansion across North America.
Principal Client Success Manager guiding strategic payer relationships for Veradigm, a healthcare technology and data - solutions company. Driving adoption, retention, regulatory alignment, and executive client outcomes.
Customer Success Manager driving implementation, adoption, retention, and expansion for Skydio’s autonomous drone customers in Canada. Managing enterprise accounts and shaping Canadian customer success strategy.
Customer Success Manager leading onboarding, service delivery, and performance reviews for North American clients of Tripstack’s B2B flight technology platform.
Customer Success Manager leading CSM teams, retention, and revenue growth for Leap Tools’ interior décor visualization technology. Coaching teams and solving customer challenges remotely across Canada.