Customer Engagement Success Manager

This is us

Kaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people’s lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you’ll find more than 1000 global, well-known organizations.

15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we’re still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.

Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.

If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.

Requirements:

The role

A hybrid Customer Engagement Success Manager (CESM) & Technical Trainer role supporting two segments:

Scaled engagement for a large SMB portfolio
Hands-on technical training for enterprise and strategic customers
You’ll drive measurable success for SMB clients while leading focused enablement sessions for high-touch accounts.

The day-to-day

Manage and support a high-volume SMB customer portfolio using automated and programmatic engagement.
Act as the primary point of contact across onboarding, adoption, renewals, and general guidance.
Analyze customer goals, define success criteria, and drive measurable outcomes using data and lifecycle touchpoints.
Monitor usage and health dashboards to identify risks and opportunities proactively.
Collaborate with Account Executives and Renewal teams on renewal and expansion activities.
Deliver hands-on technical training sessions (virtual and occasionally on-site) for enterprise customers.
Build reusable training assets: recorded sessions, slides, reference guides, and self-serve learning materials.

Ideally, we’re looking for

1–2 years of experience in customer success, account management, or technical training (preferably SaaS).
Strong English communication skills, written and verbal.
Ability to manage many SMB accounts simultaneously with strong organizational skills.
Technical curiosity and ability to learn platform functionality and troubleshoot workflows.
Confident presenter with experience leading virtual technical training.
Flexibility to work with US time zones when needed

These would also be nice

Experience with video platforms, streaming, LMS, or media technologies.
Background in scaled/digital customer success models.
Additional language proficiency.

The perks:

Hybrid, flexible work environment
Extended private health (including mental) insurance
Personal and professional development programs
Occasional Cross company long weekends