Enterprise Customer Success Manager
About the role
Reporting into the Head of Customer Success, the ideal candidate will be customer–centric and passionate about building strong customer relationships while delivering value to ensure happy customers.
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Build and nurture strong relationships with key stakeholders to drive retention and growth
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Conduct discovery with customers to understand business objectives and uncover new use cases
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Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia
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Act as a subject matter expert for the practical application of Synthesia within enterprises and take a consultative approach in implementing video content into their workflows.
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Monitor utilization and deploy strategies to increase user engagement, adoption and satisfaction
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Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes
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Ensure ROI and value is communicated and understood by the customer
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Proactively monitor customer health, including potential risks to renewals and expansion opportunities
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Own commercial conversations and all aspects of the renewal process
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Collaborate with internal teams to ensure seamless onboarding, support, and resolution of customer issues
About you…
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Customer-facing experience in Customer Success Management / Client Service / Account Management or similar ideally in B2B SaaS
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A customer-centric mindset with a passion for delivering exceptional customer experiences
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Proactive and organized with the ability to prioritize against competing demands
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Experience in managing a book-of-business along with KPIs
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A track record in managing account risk, forecasting accurately, and identifying growth opportunities
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Demonstrated success in retaining and growing enterprise customers, including increasing customer adoption.
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Strong discovery skills resulting in a clear understanding of business goals and use case identification
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Experience using sales methodology frameworks to close renewals (MEDDPICC preferred)
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Capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite
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Excellent communication, listening and presentation skills with the ability to address objections or concerns on the fly.
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Ability to work collaboratively with cross-functional teams, including sales, product and support.
The good stuff…
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
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A competitive salary + stock options in our fast-growing Series D startup
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Hybrid working environment for NY based employees
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100% Medical, Dental & Vision
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401k Plan
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Paid parental leave
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25 days of annual leave + Public holidays + paid sick leave
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Fun culture with regular socials
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A generous referral scheme
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A brand new computer + monitor
Compensation: $140,000 – $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.
Location: New York City – Nomad District
*may be open to remote
