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Customer Success Manager



New York, NY, USA
Posted on Thursday, June 6, 2024

Why is now a really exciting time to join Synthesia?

Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world’s leader in synthetic AI, working with some of the world’s biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction as well, with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! Today we are a +250-person company having recently closed our Series C investment round of $90m from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 and we are officially a Unicorn company!! 🦄

Still not sure what we’re talking about? Check out our brand video that explains what we’re doing at Synthesia in a way that even our grandparents kind of understand what this AI video stuff is all about! 🤩

Join the rocket ship while it's taking off! 🚀

The role...

  • 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.
  • 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 regular client check-ins with senior stakeholders in attendance that deliver clear outcomes
  • Ensure ROI and value is understood by the customer
  • Proactively monitor customer health, including potential risks to renewals and expansion opportunities
  • Own commercial conversations and be the main point-of-contact for the customer during 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 / Client Service / Account Management or similar ideally in B2B SaaS
  • A customer-centric mindset with a passion for delivering exceptional customer experiences
  • Energetic, proactive and organized with the ability to prioritize against competing demands
  • Experience in managing a book-of-business along with KPIs
  • A track record in managing risk, forecasting, and identifying growth opportunities
  • Demonstrated success in retaining and growing enterprise customers, including increasing customer adoption.
  • Strong discovery skills resulting in a clear understanding of business goals and use case identification
  • Capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite
  • Excellent communication, listening and presentation skills with the ability to address objections or concerns on the fly.
  • Ability to work collaboratively with cross-functional teams, including sales, product and support.
  • You must be based in 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 + monitor

Salary: $130,000 - $150,000 💰

Location: New York City - Nomad District 🗽

✨ We will always take hustle + ambition over grades & have structured our interview process to reflect this ✨

If you want to be a part of building a legendary company,