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Synthesia · 10 hours ago

Strategic Customer Success Manager

New York, United States

Full-time

Hybrid

Mid, Senior Level

$160K/yr - $180K/yr

Synthesia is a pioneering company in the AI video communications space, aiming to simplify video production for everyone. The Strategic Customer Success Manager will focus on building strong customer relationships, ensuring clients realize value from their investment in Synthesia, and driving retention and growth through effective engagement strategies.

Artificial Intelligence (AI)Content CreatorsFoundational AIGenerative AISoftwareVideoVideo Editing

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

Qualification

Customer Success ManagementB2B SaaS experienceStakeholder managementVideo editingKPI managementRisk managementConsultative approachRelationship building

Required

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

You are based in London and can work hybrid 2 days per week