Strategic Customer Success Manager

Synthesia; United States; Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Remote USA

Hybrid in Austin, TX

OTE: $180k+

Job summary

Synthesia is seeking a customer-centric professional to manage relationships with enterprise clients and drive value from Synthesia products. You will own the onboarding through renewal, lead quarterly business reviews, and collaborate with internal teams to ensure seamless onboarding and ongoing success.

Responsibilities include discovery, stakeholder management, and ensuring ROI for clients. The role requires experience in B2B SaaS, strong relationship-building, and ability to identify growth

Qualifications

• 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 ~30 strategic accounts from onboarding through renewal.
• 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.

Responsibilities

• 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.

Skills

Customer-facing experience

Manage 30 accounts

Forecasting and risk management

Trusted advisor relationships

Onboarding new clients

Regular client check-ins

Video editing familiarity

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 ~30 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

Remote USA - Central time-zone preferred

Hybrid - Austin, Texas

Compensation OTE: $180,000+ on-target-earning (base+variable). The final compensation package will be determined based on your experience, qualifications, and location.