Strategic Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and maintain robust relationships with key stakeholders to enhance retention and foster growth.

• Perform customer discovery to gain insights into business goals and identify new use cases.

• Cultivate trusted advisor relationships and ensure that customers derive value from their Synthesia investments.

• Provide guidance to enterprises on effective Synthesia applications and integrate video content into their workflows.

• Track utilization and boost user engagement, adoption, and satisfaction.

• Conduct Quarterly Business Reviews with senior stakeholders, delivering clear and actionable outcomes.

• Communicate effectively to ensure customers comprehend the ROI and value of their investments.

• Monitor customer health, identify renewal risks, and explore expansion opportunities.

• Manage commercial discussions and oversee the renewal process.

• Collaborate with internal teams on onboarding, support, and resolution of customer issues.

⛳️ Requirements

• Experience in customer-facing roles such as Customer Success Management, Account Management, Technical Account Management, or similar, preferably in B2B SaaS.

• Proven ability to manage a portfolio of up to 35 strategic accounts from onboarding to renewal.

• Demonstrated experience in managing risk, forecasting, and identifying growth opportunities.

• Capacity to establish trusted advisor relationships and extract value from Synthesia’s products and services.

• Experience in successfully onboarding new clients and cultivating key relationships.

• Proficient in coordinating and leading regular client check-ins with clear outcomes and involvement from senior stakeholders.

• Basic video editing skills utilizing the Synthesia platform.

• Proven track record in retaining and expanding enterprise client accounts.

• Ability to ensure clients understand ROI and value while proactively identifying risks and opportunities.

• Must be based in the USA, with a preference for Eastern or Pacific Standard Time.

🏝️ Benefits

• Stock options.

• Paid parental leave.

• 25 days of annual leave plus public holidays and paid sick leave.

• 100% coverage for Medical, Dental & Vision.

• 401k Plan.

• A generous referral program.

• A fun culture with regular social events.

• A brand new computer and monitor.