Customer Success Manager
Synthesia
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 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! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 #5 on Europe's Tech Soonicorn list
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 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 / Client Service / Account Management or similar ideally in B2B SaaS
- A customer-centric mindset with a passion for delivering exceptional customer experiences
- 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 account risk, forecasting accurately, 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
- Experience using sales methodology frameworks to close renewals (MEDDPICC preferred)
- 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