Synthesia is seeking an Enterprise Customer Success Manager to join its team in New York City. As a key member of the Commercial Customer Success department, you will be responsible for building and nurturing strong relationships with key stakeholders to drive retention and growth.
Your primary focus will be on conducting discovery with customers to understand business objectives and uncover new use cases. You will establish and maintain a trusted advisor relationship with customers, ensuring they realize value from their investment in Synthesia.
Key responsibilities include:
- Building and nurturing strong relationships with key stakeholders to drive retention and growth
- Conducting discovery with customers to understand business objectives and uncover new use cases
- Establishing and maintaining a trusted advisor relationship with customers
- Acting as a subject matter expert for the practical application of Synthesia within enterprises
- Monitoring utilization and deploying strategies to increase user engagement, adoption, and satisfaction
- Leading Quarterly Business Reviews with senior stakeholders in attendance
- Ensuring ROI and value is communicated and understood by the customer
- Proactively monitoring customer health, including potential risks to renewals and expansion opportunities
- Owning commercial conversations and all aspects of the renewal process
- Collaborating with internal teams to ensure seamless onboarding, support, and resolution of customer issues
Requirements:
- Customer-facing experience in Customer Success Management, Client Service, Account Management, or similar ideally in B2B SaaS
- A customer-centric mindset with a passion for delivering exceptional customer experiences
- Proactive and organized with the ability to prioritize against competing demands
- Experience in managing a book-of-business along with KPIs
- A track record in managing account risk, forecasting accurately, and identifying growth opportunities
- Demonstrated success in retaining and growing enterprise customers, including increasing customer adoption
- Strong discovery skills resulting in a clear understanding of business goals and use case identification
- Experience using sales methodology frameworks to close renewals (MEDDPICC preferred)
- Capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite
- Excellent communication, listening, and presentation skills with the ability to address objections or concerns on the fly
- 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:
- A competitive salary + stock options in our fast-growing Series E startup
- Hybrid working environment
- 100% Medical, Dental & Vision
- 401k Plan
- Paid parental leave
- 25 days of annual leave + Public holidays + paid sick leave
- Fun culture with regular socials
- A generous referral scheme
- A brand new computer + monitor
Salary: $140,000 – $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.
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