<div>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.</div><div><br /></div><div>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.</div><div><br /></div><div><b>Position Summary:</b></div><div>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.</div><div><br /></div><div>This is a high-impact, customer-facing role that requires analytical thinking, proactive problem-solving, and a passion for customer education and engagement.</div><div><br /></div><div>Youll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft. </div><div><br /></div><div><i>How You’ll Contribute</i></div><h3>In this role, you will: </h3><ul><li><b>Platform Adoption and Engagement: </b>Develop and execute enablement strategies to drive adoption of Panopto within customer organizations.</li><li>Track usage patterns and proactively identify risk indicators related to engagement or feature adoption.</li><li>Deliver tailored training and use-case-specific onboarding to enhance product stickiness.</li><li>Promote best practices and support new feature adoption in collaboration with Product and Customer Marketing.</li><li><b>Customer Education and Enablement: </b>Build and maintain educational resources including videos, guides, and documentation for self-service learning.</li><li>Conduct health checks for strategic and at-risk accounts and provide actionable recommendations.</li><li>Ensure targeted user roles (instructors, content creators, IT admins) are fully equipped for success using Panopto.</li><li>Collaborate with cross-functional teams to continuously improve customer-facing materials based on feedback.</li><li><b>Strategic Guidance and Best Practices:</b> Advise customers on how to expand Panopto usage across departments, campuses, or business units.</li><li>Act as a subject matter expert in video-based learning, knowledge sharing, and lecture capture best practices.</li><li><b>Churn Risk Identification and Engagement: </b>Assist with managing the Net Promoter Score (NPS) program, including delivery, analysis, and follow-up plans.</li><li>Monitor warning signs such as reduced logins or lack of new content creation and proactively re-engage at-risk accounts.</li><li>Collaborate across departments to resolve blockers and renew customer confidence.</li><li><b>Cross-Functional Collaboration:</b> Partner with Support, Account Management, and Product teams to escalate issues and influence roadmap development.</li><li>Work with Marketing to identify customer success stories, support the reference program, and contribute to case studies.</li><li>Collaborate with Implementation to support seamless transitions from onboarding to long-term engagement.</li><li>Contribute to internal playbooks, process improvement initiatives, and team knowledge sharing.</li></ul><h3>Required Qualifications: </h3><ul><li>Bachelor’s degree in Education Technology, Data Analytics, Business, or a related field.</li><li>1–3 years of experience in Customer Success, Customer Experience, Business Analysis, or EdTech.</li><li>Experience working with higher education/K-12  institutions or large organizations using LMS/VCMS platforms.</li><li>Strong data literacy and ability to analyze customer behavior through tools like Excel, BI dashboards, or CRM platforms.</li><li>Strong communication and presentation skills, with experience creating customer-facing resources.</li><li>Excellent organizational and project management skills.</li><li>Comfortable working in a fast-paced, collaborative, and remote-first environment.</li><li>Ability to work independently and as part of a collaborative team.</li><li>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.</li></ul><h3>Preferred Qualifications: </h3><ul><li>Experience using platforms like Salesforce, Churnzero, or similar Customer Success tools.</li><li>Familiarity with video learning strategies, digital adoption best practices, or instructional design.</li><li>Background in customer education, training, or content creation.</li></ul><div>Join Panopto and be part of an exciting journey where your expertise will make a significant impact on our growth trajectory. If youre a proactive and strategic Customer Success Analyst ready to drive excellence through customer obsession, we encourage you to apply.</div><div><br /></div><div><b>Beyond the Requirements</b></div><div>At this point, we hope youre feeling excited about the job description you’re reading. Even if you dont feel that you meet every single requirement, we still encourage you to apply.</div><div><br /></div><div>Were 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.</div><div><br /></div><div>We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.</div><div><br /></div><div><b>Recruiting Tips:</b></div><div>From crafting an impressive resume to presenting your best self during our interviews, were dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto. Discover some valuable <a href="https://drive.google.com/file/d/1box-yIox0i_LFBn4BjAez7HOOgF3Gf3P/view?usp=sharing"><b><u>recruiting tips</u></b></a> from our team.</div><div>The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently: Application Review -&gt; Recruiter Call -&gt; Video Interview &amp; Assessment -&gt; Hiring Manager Call -&gt; Interview Loop -&gt; Debrief -&gt; Offer</div><div><br /></div><div><b>Job Applicant Privacy Notice (compliant with GDPR)</b></div><div><br /></div><div>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.</div><div><br /></div><div><b>What information do we collect?</b></div><div>Panopto collects a range of information about you. This includes:</div><div>• your name, address and contact details, including email address and telephone number;</div><div>• details of your qualifications, skills, experience and employment history;</div><div>• information about your current level of remuneration, including benefit entitlements;</div><div>• whether or not you have a disability for which the organization needs to make reasonable adjustments during the recruitment process; and</div><div>• information about your entitlement to work in the UK.</div><div><br /></div><div>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).</div><div><br /></div><div><b>Why does Panopto process personal data?</b></div><div>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 applicants eligibility to work in the UK before employment starts.</div><div><br /></div><div>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, assess and confirm a candidates suitability for employment and decide to whom to offer a job. We may also need to process data from job applicants to respond to and defend against legal claims. Panopto may process special categories of data, such as information about ethnic origin, sexual orientation or religion or belief, to monitor recruitment statistics. We may also collect information about whether or not applicants are disabled to make reasonable adjustments for candidates who have a disability. We process such information to carry out its obligations and exercise specific rights in relation to employment.</div><div><br /></div><div>If your application is unsuccessful, Panopto may keep your personal data on file in case there are future employment opportunities for which you may be suited. We will ask for your consent before it keeps your data for this purpose and you are free to withdraw your consent at any time.</div><div>Who has access to data?</div><div>Your information may be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy and IT staff if access to the data is necessary for the performance of their roles.</div><div>We will not share your data with third parties, unless your application for employment is successful and we make you an offer of employment. We will then share your data with former employers to obtain references for you, employment background check providers to obtain necessary background checks.</div><div><br /></div><div><b>How does Panopto protect data?</b></div><div>We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties.</div><div><br /></div><div><b>For how long does Panopto keep data?</b></div><div>If your application for employment is unsuccessful, the organization will hold your data on file for 6 (six) months after the end of the relevant recruitment process. If you agree to allow us to keep your personal data on file, we will hold your data on file for a further 6 (six) months for consideration for future employment opportunities. At the end of that period, or once you withdraw your consent, your data is deleted or destroyed. You will be asked when you submit your CV whether you give us consent to hold your details for the full 12 months in order to be considered for other positions or not.</div><div><br /></div><div>If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your Human Resources file (electronic and paper based) and retained during your employment. The periods for which your data will be held will be provided to you in a new privacy notice.</div><div><br /></div><div>Your rights</div><div>As a data subject, you have a number of rights. You can:</div><div>• access and obtain a copy of your data on request;</div><div>• require the organization to change incorrect or incomplete data;</div><div>• require the organization to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing; and</div><div>• object to the processing of your data where Panopto is relying on its legitimate interests as the legal ground for processing.</div><div><br /></div><div>If you would like to exercise any of these rights, please contact hr@panopto.com. If you believe that the organization has not complied with your data protection rights, you can complain to the Information Commissioner.</div><div><br /></div><div><b>What if you do not provide personal data?</b></div><div>You are under no statutory or contractual obligation to provide data to Panopto during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.</div><div><br /></div><div><b>Use of Artificial Intelligence (AI):</b></div><div>Panopto may utilize artificial intelligence (AI) tools to assist in our recruitment and evaluation process. This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.</div><div><br /></div><div>Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers. Panopto hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.</div><div><br /></div><div>By submitting your application and participating in the recruitment process, you acknowledge and consent to Panoptos use of AI tools as described above.</div><div><br /></div><div>We are committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all our company entities.</div><div><br /></div><div><b>To ensure fairness and transparency:</b></div><div>_ We have human oversight in all hiring decisions.</div><div>_ If you have concerns regarding the use of AI in your assessment, please contact Panopto Talent Attraction to request a manual review of your application. Please be aware that while we offer this option, the manual review process may take longer than the standard AI-assisted process.</div><div>_ Any data collected during this process, including video recordings if applicable, will be retained only for the duration necessary to fulfill the hiring purpose and will be deleted shortly thereafter once the role is filled.</div><div>_ We may utilize vendor tools to assist with the AI process. Vendor functions are ‘skill assessments or resume analysis.</div><div><br /></div><div>Panopto is dedicated to a fair and equitable hiring process for all candidates. </div><div><br /></div>