Customer Success Analyst (UK or USA)

Overview

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

• 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.

Salary range: $75,000 - $90,000 USD per year. This position is eligible for commission earnings as described in the Sales Commissions Plan with on-target earnings of $125,000 - $150,000 USD per year.

Total Rewards: The salary range is fixed to ensure fairness across the organization and is complemented by a benefits package including health insurance, retirement savings plans, and paid/unpaid time off.

We are committed to pay equity and transparency in our compensation practices.

Next Steps

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 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. Recruiting tips are available 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)

Panopto collects and processes personal data relating to job applicants. We are committed to transparency about how we collect and use that data and to meeting our data protection obligations. The information we collect includes your name, contact details, qualifications, remuneration, eligibility to work, and other data necessary for recruitment. Data is stored and shared only as described in our privacy notices. We may contact references or use background checks with your consent. If your application is unsuccessful, we may keep your data on file for up to 12 months for future opportunities with your consent. You have rights regarding your data and can contact to exercise them. If you believe there has been a breach, you can lodge a complaint with the Information Commissioner. We may use AI tools to assist in recruitment, but final hiring decisions are made by humans.

Note on AI in Recruitment

Panopto may utilize artificial intelligence tools to assist in our recruitment and evaluation process. All final hiring decisions are made by human reviewers. By submitting your application, you acknowledge and consent to Panopto's use of AI tools as described.