Customer Success Manager, Elai (UK, EU, or the Americas)

Company Overview: At Panopto , we are the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career. Position Summary As Customer Success Manager, Elai , you will play a pivotal role in the growth, retention, and satisfaction of every customer using Elai. You'll drive adoption, and long-term retention for all customers purchasing Elai, whether they buy Elai alone or alongside Panopto . For customers who purchase Elai only, you will also be the primary operational and commercial contact, managing the full renewal cycle. You'll work cross-functionally with Account Management, Support, Product, and Marketing. Together you'll make sure customers get measurable value from their investment, and you'll help the wider Account Management team represent Elai with confidence. This is a high-impact, customer-facing role. It requires analytical thinking, commercial awareness, proactive problem-solving, and a passion for customer education and engagement. In This Role, You Will… Adoption and Engagement (all customers purchasing Elai) Drive customer adoption of Elai to meet established service level agreem