Senior Customer Success Manager

Senior Customer Success Manager

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.

Responsibilities include:

• 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

Qualifications include:

• 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 are based in London and can work hybrid 2 days per week

At Synthesia we expect everyone to:

• Put the Customer First
• Own it & Go Direct
• Be Fast & Experimental
• Make the Journey Fun

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• A hybrid setting for NY employees
• A competitive salary + stock options in our fast-growing Series D start-up
• Paid parental leave
• 25 days of annual leave + public holidays + paid sick leave
• 100% Medical, Dental & Vision
• 401k Plan
• A generous referral scheme
• Fun culture with regular socials
• A brand new computer + monitor

Salary: $160,000 - $180,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.