Customer Success Manager, Korea (Seoul)

Company Overview: At Panopto, we are the most customer-centric learning technologycompany 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…