Strategic Customer Success Manager
Location
New York City
Employment Type
Full time
Location Type
Hybrid
Department
CommercialCustomer Success
Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.
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 centre of successful organisations.
Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.
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 realising 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 utilisation 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 / Technical Account Management / Implementation or similar ideally in B2B SaaS
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Experience in managing a Book of Business along with KPIs
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A track record in managing risk, forecasting, and identifying growth opportunities
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Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services
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Successfully onboarding new clients and building key relationships in the first critical months and beyond
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Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance
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Light video editing using the Synthesia platform
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Retention and growth of our enterprise clients
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Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities
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You are based in London and can work hybrid 2 days per week
At Synthesia we expect everyone to…
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Put the Customer First
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Own it & Go Direct
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Be Fast & Experimental
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Make the Journey Fun
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 hybrid setting for NY employees
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A competitive salary + stock options in our fast-growing Series D start-up.
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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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100% Medical, Dental & Vision
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401k Plan
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A generous referral scheme
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Fun culture with regular socials
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A brand new computer + monitor
Compensation: $160,000 – $180,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.
