Strategic Customer Success Manager - London

Synthesia; United States; À distance; USD 93 000 - 147 000; Plein temps

Résumé du poste

Synthesia, the world’s leading AI video platform, is seeking a Strategic Customer Success Manager to oversee European accounts from London. You will build relationships with clients, partner with sales to create cohesive onboarding, and engage in executive-level discussions.

The role focuses on expanding adoption, managing risk, forecasting, and ensuring ROI across enterprise clients, with a hands-on approach including light video editing.

Qualifications

• Customer-facing experience in CSM/Account mgmt in B2B SaaS.
• Experience managing a Book of Business with KPIs.
• Track record in risk management, forecasting and growth opportunities.
• Establishing trusted advisor relationships and driving client value.
• Onboarding new clients and building key relationships in early months.

Responsabilités

• Own customer health and retention metrics for enterprise clients.
• Manage risk, forecast renewals, and identify upsell opportunities.
• Lead regular strategic reviews with senior stakeholders and executives.
• Collaborate with Sales to design cohesive onboarding and adoption plans.

Connaissances

Customer Success

Account Management

B2B SaaS

Risk & Forecasting

Stakeholder Management

Onboarding

Light Video Editing

Description du poste

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.

The Role:

Reporting to the Director of Customer Success, UK and focusing on accounts in Europe - you are energetic, driven, and care deeply about the success of our customers. As a Strategic Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users.

You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users.

You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite.

Ideal for an individual who wants to expand their career with a fast-growing software company.

About you...

• Customer-facing experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar ideally in B2B SaaS
• Experience in managing a Book of Business along with KPIs
• 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

Based in London

At Synthesia we expect everyone to... Be an owner Focus on outcomes over Inputs and Plans Make the journey fun Default to simple

You can read more about this in this public Notion page