Customer Success Manager

Welcome to the video first world!

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale - until now.

Meet Synthesia 🚀

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn 🦄 status. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $150M in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role...

• Reporting into the Head of 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.
• You must be based in NYC metro area

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 C startup
• Hybrid working environment
• Discretionary based bonus
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave
• 25 days of annual leave + Public holidays + paid sick leave
• Fun culture with regular socials and company retreats
• A generous referral scheme
• A brand new computer + monitor

Salary: $140,000 - $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.

Location: New York City - Nomad District