Enterprise Customer Success Manager

About the role

Enterprise Customer Success Manager 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 Reporting into the Director, Enterprise Customer Success, 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 / Client Service / Account Management or similar ideally in B2B SaaS - A customer-centric mindset with a passion for delivering exceptional customer experiences - Proactive and organized with the ability to prioritize against competing demands - Experience in managing a book-of-business along with KPIs - A track record in managing account risk, forecasting accurately, and identifying growth opportunities - Demonstrated success in retaining and growing enterprise customers, including increasing customer adoption. - Strong discovery skills resulting in a clear understanding of business goals and use case identification - Experience using sales methodology frameworks to close renewals (MEDDPICC preferred) - Capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite - Excellent communication, listening and presentation skills with the ability to address objections or concerns on the fly. - Ability to work collaboratively with cross-functional teams, including sales, product and support. 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 startup - Hybrid working environment for NY based employees - 100% Medical, Dental & Vision - 401k Plan + company match - Paid parental leave - 25 days of annual leave + Public holidays + paid sick leave - Fun culture with regular socials - A generous referral scheme - A brand new computer + monitor Compensation: $140,000 - $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location. Location: Hybrid: New York City - Nomad District *may be open to Austin Texas metro New York City

Key responsibilities

• check_circleCollaborate with the team on day-to-day project tasks
• check_circleLearn tools and processes used by the organization
• check_circleDocument work and participate in team meetings
• check_circleSupport quality checks and continuous improvement

Requirements

• check_circleBuild and nurture strong relationships with key stakeholders to drive retention and growth
• check_circleConduct discovery with customers to understand business objectives and uncover new use cases
• check_circleEstablish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia
• check_circleAct 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.
• check_circleMonitor utilization and deploy strategies to increase user engagement, adoption and satisfaction
• check_circleLead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes
• check_circleEnsure ROI and value is communicated and understood by the customer
• check_circleProactively monitor customer health, including potential risks to renewals and expansion opportunities
• check_circleOwn commercial conversations and all aspects of the renewal process
• check_circleCollaborate with internal teams to ensure seamless onboarding, support, and resolution of customer issues
• check_circleCustomer-facing experience in Customer Success Management / Client Service / Account Management or similar ideally in B2B SaaS
• check_circleA customer-centric mindset with a passion for delivering exceptional customer experiences

Skills & keywords

Benefits & perks

• check_circleMentorship
• check_circleCertificate of completion
• check_circleFlexible work arrangement where applicable