Strategic Customer Success Manager
ABOUT THE ROLE
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, Account Management, Technical Account Management or similar ideally in B2B SaaS space
- Experience managing a book of business of up to ~30 strategic accounts from onboarding through renewal
- 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
Remote USA - Central time-zone preferred
Hybrid - Austin, Texas
Compensation OTE: $180,000+ on-target-earning (base+variable). The final compensation package will be determined based on your experience, qualifications, and location.