Scaled Customer Success Manager - London

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organisations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion.

About the role

You will manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers.

Key responsibilities include:

• Maintaining and reporting an accurate rolling 90-day forecast of renewals and accurately forecasting renewal pricing, timing, and risks
• Actively engaging with key decision-makers to identify customer requirements, agree on contract terms, and uncover roadblocks to ensure on-time commitments
• Achieving customer goals and addressing concerns in short-term interactions
• Working with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
• Contributing to the creation of scaled CS playbooks and email sequences to drive user activation
• Following the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
• Leveraging tools and technology to deliver value and increase adoption of multiple accounts at once through 1:many programs
• Using data to identify risk or opportunity and segment a large book of business
• Preparing proposals, including renewal rate calculations, verifying contracts, and reviewing terms and conditions
• Representing the voice of the customer and influencing the product development roadmap
• Working closely with Finance and Legal teams to ensure all contracts are accurate

About you:

• 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organisation
• Experience managing a large volume of accounts or customers
• Solid understanding of Enterprise SaaS applications, specifically Customer Success Platforms such as Planhat, Gainsight, ChurnZero, Vitally, etc.
• Consistent track record of achieving personal and team goals
• Ability to grow business in a strategic manner, i.e., process-oriented
• Background in scaled program management or building playbooks and campaigns in sales or customer success platforms
• Track record of prioritizing high-volume accounts at different stages in the life cycle
• Strong negotiation skills

Hybrid: You are based in London and can be in the office 3 days a week.

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 start-up.
• Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay
• 25 days of annual leave + public holidays in the country where you are based.
• Cycle to work scheme (London).
• Regular socials.
• Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback, and gym discounts. (UK)
• A generous referral scheme.
• Pension contribution/salary sacrifice.
• Work from home set up.
• A huge opportunity for career growth as you’ll help shape a market-defining product.