Account Manager (Education)

• 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
• 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
• 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
• 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
• 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

Benefits

• Hybrid, flexible work environment
• Extended private health (including mental) insurance
• Personal and professional development programs
• Occasional Cross company long weekends- Proven ability to drive customer adoption, retention, and long-term customer success
• Ability to travel across Europe 10-15%
• Strong consultative relationship management skills with the ability to engage a variety of stakeholders, from academic users to senior leadership
• Strong organisational skills, including account planning, project coordination, and stakeholder management
• Experience managing a portfolio of customers and prioritising multiple initiatives concurrently
• Experience managing strategic customer relationships within the education sector or comparable complex organisations
• 3+ years’ experience in Customer Success, Account Management, Educational Technology, Learning Technology, or a similar customer-facing SaaS role
• 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 c…