Customer Success Manager, Korea (Seoul)

Job description

Company Overview: At Panopto, we are the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career.

Position Summary 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: In this role, you will have the opportunity to… 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. How We Thrive You’ll join a team where we challenge ideas, not people, knowing our success depends on our collective wisdom. We believe in simple elegance and holding ourselves accountable to outcomes, not just activity. In the APAC Customer Success team, we run open review sessions where we critique data dashboards and customer guides collectively, ensuring our final deliverables are clear and high-impact. We support each other across time zones, stepping in to balance portfolio needs when accounts require deeper intervention. The Foundation for Success Bilingual Communication Fluency: Native-level proficiency in Korean and professional working proficiency in English, enabling you to build trusted customer relationships locally and collaborate internally globally. Data Literacy: Proven capability analyzing customer behavior and trends using tools like Excel, BI dashboards, or CRM platforms, converting raw numbers into clear business insights. Enablement Creation: Experience developing functional customer-facing training tools, guides, or video resources that simplify complex software processes. 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, balancing individual accountabilities with collective goals. 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, allowing you to bridge communication lines across a broader segment of the APAC market. 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. You will know you are successful when regional contract renewals stay stable, health indicators trend positive, and customers view you as an essential partner in their organizational learning goals. Join Panopto and be part of an exciting journey where your customer success expertise will make a significant impact on our growth trajectory. If you're proactive, strategic and 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 valuableRecruiting Tipsfrom 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   Our people and culture Panopto’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.   Our purpose We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture. Panopto is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department. Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.  Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.   Use of Artificial Intelligence (AI) Panopto AI Use Policy: Panopto’s AI Use Policy is committed to a hiring process that is thoughtful, fair, and centered on human connection. As artificial intelligence (AI) becomes more prevalent in the workplace, we believe that it is important to describe our use of AI in the hiring process, as well as outline to candidates what use of AI is and is not allowed. While AI can be a valuable tool, it cannot replace genuine human interaction or an individual’s unique perspective, experience, and voice.  Company Use of AI:  Panopto may utilize tools to enhance the efficiency, objectivity, and quality of our recruitment and evaluation process. These tools assist our team throughout the hiring lifecycle by focusing on four key areas: Content Creation: Providing a starting point for crafting job descriptions and assisting in building tailored interview questions. Resume Parsing: Analyzing candidate skillsets and resume alignment to efficiently identify qualified candidates. Interview & Assessment Insights: Providing interview transcription, summarization, and identifying key insights from candidate assessments in relation to specific role requirements. Data Organization: Organizing and storing information gathered during assessments to help our team make informed, data-driven decisions. Ultimately, these tools are used to support—not replace—our team in assessing skills, generating insights, and identifying the best talent for Panopto. To ensure fairness and transparency: Human-Centric Decisions: 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. Bias Mitigation: We are committed to algorithmic fairness. Our AI-assisted tools undergo regular independent audits to detect and mitigate bias, with the goal of keeping our processes equitable and inclusive. Our methodology aligns with global best practices and regional digital ethics standards to provide every candidate with a fair and merit-based evaluation. Your Rights & Accommodations: We provide inclusive access for all applicants. If you require a reasonable adjustment due to a disability, or if you prefer a non-automated review of your application, please contact Panopto Talent Attraction. We respect your right to request human intervention; please note that opting for a manual review may impact the standard processing timeline. Data Privacy and Security: Your personal data and recordings are processed securely in compliance with global privacy and employment regulations (including EEOC, GDPR, and other local or regional privacy laws, as applicable). To facilitate our recruitment and evaluation process, limited candidate data may be shared securely with trusted third-party vendors and service providers acting on our behalf. We retain candidate data only as long as necessary to fulfill the recruitment purpose or as required by applicable statutory retention periods. Once this purpose is met, or the retention period expires, your data is securely deleted or anonymized in accordance with our data governance policy. Panopto is dedicated to a fair and equitable hiring process for all candidates.  Use of AI:  Statement of Transparency: At Panopto, we embrace the transformative power of AI to enhance productivity and learning. We believe in providing a level playing field where candidates can use modern tools to put their best foot forward, provided those tools support, rather than replace, their authentic voice and expertise. While we encourage the use of AI as a tool for growth and preparation, we require transparency and authenticity to ensure a fair evaluation for all.  Acceptable Use: AI-Assisted Preparation: You are encouraged to use Generative AI (e.g., ChatGPT, Gemini) as a mock interviewer or coach to refine your speaking points. Research & Knowledge Gathering: Using AI to synthesize industry trends or company background is permitted and viewed as proactive preparation. Career Guidance Tools: Simulation tools that help you practice the STAR method or identify skill gaps are acceptable. Prohibited Use: Live Interview Assistance: The use of real-time AI "teleprompters," live answer-generators, or deepfake audio/video during Panopto recordings or live sessions is strictly prohibited. Plagiarized Work Samples: Any take-home assignments or portfolios must be your original work. While AI can assist in formatting or brainstorming, the core logic and execution must be yours. Panopto has a zero-tolerance policy toward the misrepresentation of job-related skills. Consequences of using prohibited tools may result in my immediate disqualification from the hiring process, the withdrawal of any pending offer, or termination of employment if discovered after hire. Verification of Experience: To ensure the integrity of our hiring process and validate the skills demonstrated during your Panopto submission, Panopto may require the following "Proof of Experience": Work Samples & Portfolios: Candidates may be asked to provide original work samples (e.g., code repositories, design portfolios, case studies) that pre-date the current application. Digital Footprint & Professional Links: We may request links to professional profiles (e.g., LinkedIn, GitHub, Behance) to verify career trajectory and industry contributions. Disclosures: Live Validation: Any technical skill demonstrated in an asynchronous Panopto recording is subject to a live, "Human-in-the-Loop" technical assessment or deep-dive discussion. Fraud Detection: Please be aware that we utilize metadata analysis and fraud detection tools to ensure the authenticity of all video submissions. By submitting your application and participating in the recruitment process, you acknowledge and consent to Panopto's use of AI, as well as the acceptable and prohibited uses of AI as a candidate, as described above.   Panopto is dedicated to a fair and equitable hiring process for all candidates.