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Customer Success Manager - Enterprise at Kaltura
New York City, NY, US

Kaltura’s mission is to power any video experience. A recognized leader in the OTT TV (Over-the-top TV), OVP (Online Video Platform), EVP (Education Video Platform) and EVP (Enterprise Video Platform) markets.

Kaltura has emerged as the fastest growing video platform, and as the one with the widest use-case and appeal. Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, in work, and at school. The company is committed to its core values of openness, flexibility, and collaboration, and is the initiator and backer of the world's leading open-source video-management project, which is home to more than 150,000 community members.

Our customers include major service providers and media companies such as Vodafone, HBO, and Warner Bros., leading enterprises such as MetLife, Philips, SAP, Bank of America, and hundreds of global educational institutions, including Harvard, Columbia, NYU and the University of Michigan. 

We like to think of ourselves as a cool, fun and talented group of professionals looking to develop, market and distribute cutting-edge technology that is open source and available to all.

Kaltura is a fast-paced environment where standards are high and initiative is always encouraged. We currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv, and we are growing rapidly including positions all over the world in more locations.

We are looking for a passionate Customer Success Manager (CSM) /Account Manager who will partner with and ensure the long-term success of our customers. (candidates local to our NYC office preferred, but can consider remote-based candidates as well)

The CSM will be a key member of our Revenue team, reporting to the Director of Customer Success. The main responsibilities for this role are retaining, renewing and growing a book of business of existing accounts by developing long-term relationships and connecting with key business executives and stakeholders

Responsibilities

Become a trusted adviser and foster strong relationships at both tactical and executive levels with customers.

Assure customer’s success with Kaltura’s product and services, turn customers into advocates.

Help customers maximize the use of video via a deep understanding of customer’s needs, Kaltura’s products and the ENT tech market.

Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

Communicate frequently with customers via business reviews, health calls and onsite visits.

Upsells:

Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases.

Lead, negotiate and close sales into existing customer base.

Renewals:

Negotiate and close contract renewals retaining and growing revenue while assuring on time execution.

Retention:

Leverage the relationship as well as close monitoring of adoption and customer’s satisfaction to identify any churn risks.

Program manage account escalations.

Define and execute a mitigation plan for customers in churn risk.

Liaise:

Advocate customer needs/issues cross-departmentally.

Be the face of Kaltura to the customer and guide communication with different Kaltura departments - product, finance, services, customer support, etc.

REQUIREMENTS

3 + years customer success or account management experience

Experience managing a book of business of over $2M ACV.

Ability to travel approximately 33%.

Experience managing 25+ accounts.

Experienced being responsible for customer retention and renewal in a SaaS environment.

Consistently met quota, closing over Five Hundred Thousand dollars ACV a year for multiple years.

Experience managing pipeline, forecast, and executing sales process.

Salesforce.com experience a plus.

Experience in Enterprise technology is a plus.

Executive level presence and communication skills.

Self-motivated team player who has fresh ideas and thrives on team success.

Self-starter who takes the initiative to get things done.