Enterprise Customer Success Manager

Synthesia

Enterprise Customer Success Manager at Synthesia, leading customer relationships and driving value. Focused on B2B SaaS engagement and retention with enterprise clients.

Posted 6/2/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

A competitive salary + stock options in our fast-growing Series E startup
Hybrid working environment for NY based employees
100% Medical, Dental & Vision
401k Plan + company match
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

ATS Keywords

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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