Scale 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...

• 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

About you...

• 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
• Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
• Consistent track record of achieving personal and team goals
• History of thriving in a rapidly-changing environment
• Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
• Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
• Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills 
• You must be located in the 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 

Salary: $120,000 - $135,000 OTE 

Location: New York City - Nomad District