Strategic Customer Success Manager

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 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

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, Account Management, Technical Account Management or similar ideally in B2B SaaS space

• Experience managing a book of business of up to 35 strategic accounts from onboarding through renewal

• A track record in managing risk, forecasting, and identifying growth opportunities

• Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services

• Successfully onboarding new clients and building key relationships in the first critical months and beyond

• Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance

• Light video editing using the Synthesia platform

• Retention and growth of our enterprise clients

• Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities

The good stuff

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

• A competitive salary + stock options in our fast-growing Series E start-up.

• Paid parental leave

• 25 days of annual leave + public holidays + paid sick leave

• 100% Medical, Dental & Vision

• 401k Plan

• A generous referral scheme

• Fun culture with regular socials

• A brand new computer + monitor

Remote USA - Eastern or Pacific standard time preferred

Compensation: $170,00+ OTE. The final compensation package will be determined based on your experience, qualifications, and location.