Synthesia

Enterprise Customer Success Manager

Synthesia

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $140,000 - $160,000 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 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.
Benefits
  • A competitive salary + stock options in our fast-growing Series D startup
  • Hybrid working environment for NY based employees
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success ManagementAccount ManagementB2B SaaSKPI managementSales methodology frameworksMEDDPICCRisk managementForecastingUse case identificationUser engagement strategies
Soft Skills
Customer-centric mindsetProactiveOrganizedPrioritizationCommunication skillsListening skillsPresentation skillsCollaborationConsultative approachRelationship building