Synthesia

Customer Success Manager

Synthesia

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $150,000 per year

About the role

  • Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
  • Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
  • Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
  • Achieve customer goals and address concerns in short-term interactions
  • Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
  • Contribute to the creation of scaled CS playbooks and email sequences to drive user activation
  • Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
  • Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
  • Use data to identify risk or opportunity and segment a large book of business
  • Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
  • Represent the voice of the customer and influence the product development roadmap
  • Work closely with Finance and Legal teams to ensure all contracts are accurate

Requirements

  • 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
  • Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
  • Consistent track record of achieving personal and team goals
  • History of thriving in a rapidly-changing environment
  • Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
  • 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
Benefits
  • PTO & Holiday Entitlement Policy
  • Work from Abroad
  • Team Meet ups & Company Socials
  • Work From Home Budget
  • Referral Scheme
  • Enhanced Parental Leave
Applicant Tracking System Keywords

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

Hard Skills & Tools
account managementcustomer successdata analysisproposal preparationrenewal pricingcontract verificationrisk identificationprogram managementnegotiation
Soft Skills
communicationstrategic thinkingproblem-solvingcustomer engagementgoal achievementadaptabilityinfluencecollaboration