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Synthesia · 1 month ago

Digital Customer Success Manager

New York

Full-time

Onsite

Mid Level

3+ years exp

Synthesia is a pioneering company in the AI video communications space, aiming to simplify video production for all users. The Digital Customer Success Manager will manage a large portfolio of accounts, ensuring customer satisfaction and driving user activation through strategic engagement and digital practices.

Artificial Intelligence (AI)Content CreatorsFoundational AIGenerative AISoftwareVideoVideo Editing

Responsibilities

Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers

Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks

Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments

Achieve customer goals and address concerns in short-term interactions

Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups

Contribute to the creation of digital CS playbooks and email sequences to drive user activation

Follow the digital CS practices and strategy for each customer based on data analysis and the customer's needs

Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours

Use data to identify risk or opportunity and segment a large book of business

Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions

Represent the voice of the customer and influence the product development roadmap

Work closely with Finance and Legal teams to ensure all contracts are accurate

Qualification

Customer Success ManagementEnterprise SaaS experienceAccount ManagementData AnalysisNegotiation SkillsProgram ManagementCommunication SkillsCollaboration Skills