[Hiring] Customer Success Manager @Panopto

Role Description

As the Customer Success Manager for the APAC region, you will protect and expand Panopto's footprint by turning usage data into localized adoption strategies. Based in Seoul, you will sit at the intersection of data analysis and customer enablement, focusing heavily on our Korean enterprise and higher education partners while also supporting across the region. You will identify account health risks before they lead to churn, build self-service learning tools, and act as the core localization link across product and support teams. This is a high-impact, data-fluent role designed for an analytical problem solver who wants to directly influence customer retention and product value.

How You’ll Contribute

• Drive Account Retention: Monitor usage patterns and health metrics to flag decreasing engagement early, creating targeted mitigation plans to secure renewals.
• Scale Customer Enablement: Build and deliver localized self-service educational resources, videos, and documentation that remove technical friction and drive product adoption.
• Translate Data into Strategy: Conduct proactive account health checks for strategic partners, transforming raw platform data into clear, actionable recommendations for customer stakeholders.
• Lead Localized Engagement: Manage the regional Net Promoter Score (NPS) program, closing the loop on feedback and translating resources to optimize the product experience for Korean users.
• Influence Product Evolution: Partner cross-functionally with Support, Account Management and Product teams to escalate customer blockers and steer the regional product roadmap.

Within 6 Months — Integration and Audit

• Audit adoption metrics across all assigned Korean and APAC accounts to establish an engagement baseline and identify top churn risks.
• Localize and deploy core marketing, support, and training resources into native Korean, ensuring zero drop-off in customer self-service onboarding.
• Take ownership of the regional NPS loop, ensuring every negative score receives a formal root-cause analysis and follow-up plan within 48 hours.

Within 1 Year — First Measurable Impact on Gross Churn

• Reduce regional account churn by identifying early-warning engagement drops and executing proactive re-engagement campaigns.
• Increase feature adoption rates across strategic accounts through targeted digital adoption resources and account health checks.
• Build a scalable repository of localized video-learning best practices that reduces inbound basic support queries from the region.

Your Legacy — Full Ownership of APAC region Market Enablement

• Establish the definitive blueprint for Panopto's localized customer success operations in APAC, serving as the subject matter expert on regional learning behaviors.
• Turn the Korean customer portfolio into a highly engaged community that actively contributes to global case studies and product innovation loops.

Values in Action

• Customer First, Always: You proactively surface friction points in the customer experience before they are escalated—and propose solutions, not just reports.
• Thrive Together: You share work-in-progress for early feedback, knowing that challenge improves the outcome. You separate critiques of ideas from critiques of people.
• Elevate the Craft: You hold the bar high on your own work and invest in developing those around you. You treat every project as an opportunity to learn something new.
• Act with Ownership: You define success by outcomes, not activity. You flag problems early and bring a proposed path forward, not just the problem.
• Clarity Over Complexity: You default to the simpler solution. Your written communication—internal or external—is direct, specific, and free of filler.

Qualifications

• Bilingual Communication Fluency: Native-level proficiency in Korean and professional working proficiency in English.
• Data Literacy: Proven capability analyzing customer behavior and trends using tools like Excel, BI dashboards, or CRM platforms.
• Enablement Creation: Experience developing functional customer-facing training tools, guides, or video resources.
• Strategic Problem Solving: A track record of identifying operational problems early and presenting structured, outcome-driven solutions.
• Flexible Operational Style: Comfort working independently within a remote-first, international team structure.
• Travel Readiness: Ability to travel up to 20% across the region to conduct face-to-face strategic reviews with key customer accounts.

What Sets You Apart

• Professional working proficiency in Japanese.
• Direct experience working with Customer Success ecosystems (such as Salesforce or ChurnZero) or learning technologies (LMS/VCMS platforms).
• A background in instructional design or customer education within a SaaS business model.

What Success Looks Like

Success in this role means our regional accounts do not just renew; they thrive. Within 90 days, you will have assumed full diagnostic ownership of the Korean account portfolio, identifying the top three structural barriers to adoption and delivering an actionable strategy to address them.

Benefits

• Salary range: ₩52,980,067 to ₩66,225,084 per year.
• Eligible for commission earnings per the Sales Commissions Plan.
• Competitive base pay and an opportunity to enroll in various benefit programs such as health insurance, retirement savings plans, and life insurance.