Strategic Customer Success Manager
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Job Description
Strategic Customer Success Manager driving retention, renewals, and growth for Synthesia’s enterprise AI video platform. Managing strategic accounts, customer adoption, ROI communication, and senior-stakeholder business reviews remotely in the USA.
Responsibilities:
- Build and nurture strong relationships with key stakeholders to drive retention and growth
- Conduct customer discovery to understand business objectives and uncover new use cases
- Establish trusted-advisor relationships and ensure customers realize value from their Synthesia investment
- Advise enterprises on practical Synthesia applications and implement video content into workflows
- Monitor utilization and increase user engagement, adoption, and satisfaction
- Lead Quarterly Business Reviews with senior stakeholders and deliver clear outcomes
- Communicate and ensure customer understanding of ROI and value
- Monitor customer health, renewal risks, and expansion opportunities
- Own commercial conversations and the renewal process
- Collaborate with internal teams on onboarding, support, and customer issue resolution
Requirements:
- Customer-facing experience in Customer Success Management, Account Management, Technical Account Management, or similar, ideally in B2B SaaS
- Experience managing a book of business of up to 35 strategic accounts from onboarding through renewal
- Track record managing risk, forecasting, and identifying growth opportunities
- Ability to establish trusted-advisor relationships and drive value from Synthesia products and services
- Experience successfully onboarding new clients and building key relationships
- Experience coordinating and leading regular client check-ins with clear outcomes and senior stakeholder attendance
- Light video editing using the Synthesia platform
- Experience retaining and growing enterprise clients
- Ability to ensure ROI and value are understood by clients and proactively identify risks and opportunities
- Based in the USA; Eastern or Pacific standard time preferred
Benefits:
- Stock options
- 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
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