Synthesia

Strategic Customer Success Manager

Synthesia

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $160,000 - $180,000 per year

About the role

  • Build and nurture strong relationships with key stakeholders to drive retention and growth
  • Conduct discovery with customers to understand business objectives and uncover new use cases
  • Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia
  • 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
  • Monitor utilization and deploy strategies to increase user engagement, adoption and satisfaction
  • Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes
  • Ensure ROI and value is communicated and understood by the customer
  • Proactively monitor customer health, including potential risks to renewals and expansion opportunities
  • Own commercial conversations and all aspects of the renewal process
  • Collaborate 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 / Technical Account Management / Implementation or similar ideally in B2B SaaS
  • Experience in managing a Book of Business along with KPIs
  • A track record in managing risk, forecasting, and identifying growth opportunities
  • Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services
  • Successfully onboarding new clients and building key relationships in the first critical months and beyond
  • Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance
  • Light video editing using the Synthesia platform
  • Retention and growth of our enterprise clients
  • Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities
Benefits
  • Paid parental leave
  • 25 days of annual leave + public holidays + paid sick leave
  • 100% Medical, Dental & Vision
  • 401k Plan
  • A generous referral scheme
  • Fun culture with regular socials
  • A brand new computer + monitor
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementaccount managementtechnical account managementimplementationB2B SaaSrisk managementforecastingvideo editingKPI managementclient onboarding
Soft Skills
relationship buildingconsultative approachcommunicationstakeholder managementproactive monitoringstrategic thinkingcollaborationproblem resolutionclient health assessmentoutcome delivery