At Panopto, we are driven by a powerful purpose: to be the leader in visual and audio-based learning. We do this by empowering learners with interactive video and by obsessively understanding our users' goals and delivering solutions that truly matter. Backed by a leading private equity firm, we are a team of approximately 200 professionals dedicated to doing the most impactful work of our careers.
To enhance our team we are seeking a Customer Success Analyst to help maximize customer value and ensure meaningful, long-term engagement with our platform. We are currently considering candidates in the UK or USA.
Position Summary:
As a Customer Success Analyst, you will play a pivotal role in supporting the growth, retention, and satisfaction of Panopto's customer base. You'll focus on driving platform adoption, delivering strategic insights based on customer usage data, and creating scalable enablement initiatives. You will work cross-functionally to ensure our customers realize the full value of their investment and remain long-term partners.
This is a high-impact, customer-facing role that requires analytical thinking, proactive problem-solving, and a passion for customer education and engagement.
You'll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft.
How You'll Contribute
In this role, you will:
- Platform Adoption and Engagement: Develop and execute enablement strategies to drive adoption of Panopto within customer organizations.
- Track usage patterns and proactively identify risk indicators related to engagement or feature adoption.
- Deliver tailored training and use-case-specific onboarding to enhance product stickiness.
- Promote best practices and support new feature adoption in collaboration with Product and Customer Marketing.
- Customer Education and Enablement: Build and maintain educational resources including videos, guides, and documentation for self-service learning.
- Conduct health checks for strategic and at-risk accounts and provide actionable recommendations.
- Ensure targeted user roles (instructors, content creators, IT admins) are fully equipped for success using Panopto.
- Collaborate with cross-functional teams to continuously improve customer-facing materials based on feedback.
- Strategic Guidance and Best Practices: Advise customers on how to expand Panopto usage across departments, campuses, or business units.
- Act as a subject matter expert in video-based learning, knowledge sharing, and lecture capture best practices.
- Churn Risk Identification and Engagement: Assist with managing the Net Promoter Score (NPS) program, including delivery, analysis, and follow-up plans.
- Monitor warning signs such as reduced logins or lack of new content creation and proactively re-engage at-risk accounts.
- Collaborate across departments to resolve blockers and renew customer confidence.
- Cross-Functional Collaboration: Partner with Support, Account Management, and Product teams to escalate issues and influence roadmap development.
- Work with Marketing to identify customer success stories, support the reference program, and contribute to case studies.
- Collaborate with Implementation to support seamless transitions from onboarding to long-term engagement.
- Contribute to internal playbooks, process improvement initiatives, and team knowledge sharing.
Required Qualifications:
- Bachelor's degree in Education Technology, Data Analytics, Business, or a related field.
- 1-3 years of experience in Customer Success, Customer Experience, Business Analysis, or EdTech.
- Experience working with higher education/K-12 institutions or large organizations using LMS/VCMS platforms.
- Strong data literacy and ability to analyze customer behavior through tools like 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.
- Available to travel up to 10% as needed to serve our customers - much of our engagement with customers is now online via Zoom but flexibility to be occasionally onsite where needed is beneficial.
Preferred Qualifications:
- Experience using platforms like Salesforce, Churnzero, or similar Customer Success tools.
- Familiarity with video learning strategies, digital adoption best practices, or instructional design.
- Background in customer education, training, or content creation.
$75,000 - $90,000 a year
Total Rewards:
The salary range for this position is $75,000 USD - $90,000 USD per year. This position is also eligible for commission earnings per the Sales Commissions Plan with an on-target-earnings of $125,000 USD - $150,000 USD as part of the compensation package.
Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge, skills, experience, and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work. At Panopto, we know that great people make an organization great. We value our people and offer employees benefits that are market competitive for our industry. Learn more about what working at Panopto can mean for you.
At Panopto, our commitment to pay equity and transparency is unwavering. We do not engage in salary negotiations beyond the established range to maintain fairness and prevent potential pay disparities among team members based on negotiation strategies.
Join Panopto and be part of an exciting journey where your expertise will make a significant impact on our growth trajectory. If you're a proactive and strategic Customer Success Analyst ready to drive excellence through customer obsession, we encourage you to apply.
Beyond the Requirements
At this point, we hope you're feeling excited about the job description you're reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply.
We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.
We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.
Recruiting Tips:
From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto. Discover some valuable recruiting tips from our team.
The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently:Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview Loop -> Debrief -> Offer
Job Applicant Privacy Notice (compliant with GDPR)
As part of any recruitment process, Panopto collects and processes personal data relating to job applicants. The organization is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
What information do we collect?
Panopto collects a range of information about you. This includes:
• your name, address and contact details, including email address and telephone number;
• details of your qualifications, skills, experience and employment history;
• information about your current level of remuneration, including benefit entitlements;
• whether or not you have a disability for which the organization needs to make reasonable adjustments during the recruitment process; and
• information about your entitlement to work in the UK.
Panopto may collect this information in a variety of ways. For example, data might be contained in application forms, CVs or resumes, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment. We may also collect personal data about you from third parties, such as references supplied by former employers. We will seek information from third parties only once a job offer to you has been made and will inform you that we are doing so. Data will be stored in a range of different places, including on your application record, in HR management systems and on other IT systems (including email).
Why does Panopto process personal data?
We need to process data to take steps at your request prior to entering into a contract with you. We may also need to process your data to enter into a contract with you. In some cases, we need to process data to ensure that we are complying with its legal obligations. For example, it is mandatory to check a successful applicant's eligibility to work in the UK before employment starts.
Panopto has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows us to manage the recruitment process . click apply for full job details