Remote Enterprise Customer Success Manager - Growth & Retention

Synthesia Limited; Northern (KY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Stock options

Parental leave

Annual leave 25 days

Medical, Dental & Vision

401k Plan

Referral scheme

Company socials

Laptop + monitor

Job summary

Synthesia, the world-leading AI video platform, is seeking a customer-focused professional to manage a portfolio of enterprise clients, build strong relationships, and ensure customers realize value from Synthesia products. You will conduct discovery, align on objectives, and act as a trusted advisor.

You will drive retention, support onboarding, coordinate quarterly business reviews, monitor usage, and collaborate with internal teams to resolve issues.

Qualifications

• Customer-facing experience in CS, AM, TAM or similar in B2B SaaS.
• Experience managing a book of up to 35 strategic accounts from onboarding through renewal.
• Track record in risk management, forecasting, and identifying growth opportunities.
• Ability to establish trusted advisor relationships and demonstrate value.
• Onboarding new clients and building relationships in early months.
• Lead regular client check-ins with clear health outcomes.

Responsibilities

• Build and nurture 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 value realization.
• Act as a subject matter expert for applying Synthesia in enterprises and drive adoption.
• Monitor utilization and deploy strategies to increase engagement and satisfaction.
• Lead Quarterly Business Reviews with senior stakeholders to deliver outcomes.
• Ensure ROI and value is communicated and understood by customers.
• Proactively monitor customer health, renewal risks and expansion opportunities.
• Own commercial conversations and all renewal processes.
• Collaborate with internal teams to ensure seamless onboarding and resolution of issues.

Skills

Customer Success

Account Management

Technical Account Management

B2B SaaS

Tools

Synthesia platform

Job description

Synthesia, the world-leading AI video platform, is seeking a customer-focused professional to manage a portfolio of enterprise clients, build strong relationships, and ensure customers realize value from Synthesia products. You will conduct discovery, align on objectives, and act as a trusted advisor.

You will drive retention, support onboarding, coordinate quarterly business reviews, monitor usage, and collaborate with internal teams to resolve issues.