Strategic Customer Success Manager

THE ROLE

As a Strategic Customer Success Manager, you’ll own a book of enterprise accounts across the UK and Europe, acting as a trusted advisor who drives adoption, retention and growth. You’ll partner closely with Sales to deliver a seamless onboarding experience and educate clients on a completely new way to create video content. Engaging stakeholders from day-to-day users through to the C-suite, you’ll make sure customers see clear ROI and become true champions of Synthesia.

WHAT YOU'LL DO

- Reporting to the Director of Customer Success of the UK, you are energetic, driven, and care deeply about the success of our customers

- As a Strategic Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users

- You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users

- You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite

- Ideal for an individual who wants to expand their career with a fast-growing software company

WE’D LOVE TO HEAR FROM YOU IF YOU HAVE

- 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 need to be fluent in English

- Based in London. This is a hybrid role where you need to be in the office 3 days a week.

WE’D BE PARTICULARLY EXCITED IF

- Experience at a fast-growing technology company

- Familiarity with AI or video tools

COMPENSATION

We offer a competitive salary, equity and benefits. Your offer will reflect your experience, skills and the scope of the role.