Enterprise Customer Success Manager

WeHireYou; New York, Indiana (NY, PA); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Stock options

Hybrid working in NY

Medical, Dental & Vision

401k Plan + company match

Paid parental leave

25 days annual leave

Job summary

Synthesia, the world’s leading AI video platform for business, seeks an Enterprise Customer Success Manager to nurture strategic, high-value relationships in a hybrid NY-based role. You will lead discovery, drive adoption, and steward renewals with senior stakeholders, ensuring ROI and measurable value across enterprise accounts.

Reporting to the Director of Enterprise Customer Success, you will coordinate with sales, product, and support to deliver a seamless customer journey, delivering strong

Qualifications

• Must have customer-facing experience in CS/Client Service/ACM or similar in a B2B SaaS setting.
• Strong ownership of a book of business with KPIs and renewal ownership.
• Proven ability to identify growth opportunities and manage account risk.
• Excellent communication, presentation, and stakeholder management across C-suite and teams.

Responsibilities

• Build and nurture relationships with key stakeholders to drive retention and growth.
• Conduct discovery to understand business objectives and uncover new use cases.
• Establish trusted advisor relationship and ensure customers realize value from Synthesia.
• Lead quarterly business reviews with senior stakeholders and demonstrate ROI and value.
• Proactively monitor customer health and manage renewal and expansion opportunities.
• Collaborate with sales, product, and support to ensure seamless onboarding and issue resolution.

Skills

Customer Success

Account Management

B2B SaaS

Renewals

Cross-functional collaboration

Discovery skills

Executive communication

Job description

Enterprise Customer Success Manager

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 center of successful organizations. 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 Director, Enterprise Customer Success, the ideal candidate will be customer–centric and passionate about building strong customer relationships while delivering value to ensure happy customers.

• 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

About you...

• 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.

The good stuff...

• 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

Compensation: $140,000 - $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.

Location: Hybrid: New York City - Nomad District *may be open to Austin Texas metro

New York City