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Customer Success Manager","description":"<p><strong>Scaled Customer Success Manager</strong></p>\n<p><strong>Location</strong></p>\n<p>New York City</p>\n<p><strong>Employment Type</strong></p>\n<p>Full time</p>\n<p><strong>Location Type</strong></p>\n<p>Hybrid</p>\n<p><strong>Department</strong></p>\n<p>CommercialCustomer Success</p>\n<p><strong>About the role</strong></p>\n<ul>\n<li>Manage a large portfolio of accounts (&gt;100 accounts) and work with the commercial team to create a cohesive renewal experience for customers</li>\n</ul>\n<ul>\n<li>Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks</li>\n</ul>\n<ul>\n<li>Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments</li>\n</ul>\n<ul>\n<li>Achieve customer goals and address concerns in short-term interactions</li>\n</ul>\n<ul>\n<li>Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups</li>\n</ul>\n<ul>\n<li>Contribute to the creation of scaled CS playbooks and email sequences to drive user activation</li>\n</ul>\n<ul>\n<li>Follow the scaled CS practices and strategy for each customer based on data analysis and the customer&#39;s needs</li>\n</ul>\n<ul>\n<li>Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours</li>\n</ul>\n<ul>\n<li>Use data to identify risk or opportunity and segment a large book of business</li>\n</ul>\n<ul>\n<li>Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions</li>\n</ul>\n<ul>\n<li>Represent the voice of the customer and influence the product development roadmap</li>\n</ul>\n<ul>\n<li>Work closely with Finance and Legal teams to ensure all contracts are accurate</li>\n</ul>\n<p><strong>About you:</strong></p>\n<ul>\n<li>3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization</li>\n</ul>\n<ul>\n<li>Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.</li>\n</ul>\n<ul>\n<li>Consistent track record of achieving personal and team goals</li>\n</ul>\n<ul>\n<li>History of thriving in a rapidly-changing environment</li>\n</ul>\n<ul>\n<li>Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts</li>\n</ul>\n<ul>\n<li>Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms</li>\n</ul>\n<ul>\n<li>Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills</li>\n</ul>\n<p><strong>Compensation:</strong></p>\n<p>We&#39;re expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.</p>\n<p><strong>Hybrid:</strong></p>\n<p>Must be willing to come in the office in NYC or Austin, TX.</p>\n<p><strong>Benefits:</strong></p>\n<ul>\n<li>PTO &amp; Holiday Entitlement Policy</li>\n</ul>\n<ul>\n<li>Work from Abroad</li>\n</ul>\n<ul>\n<li>Team Meet ups &amp; Company Socials</li>\n</ul>\n<ul>\n<li>Work From Home Budget</li>\n</ul>\n<ul>\n<li>Referral Scheme</li>\n</ul>\n<ul>\n<li>Enhanced Parental Leave</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_03cd5e77-5b6","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Synthesia","sameAs":"https://www.synthesia.io/","logo":"https://logos.yubhub.co/synthesia.io.png"},"x-apply-url":"https://jobs.ashbyhq.com/synthesia/06c00fbb-7a58-4ee8-bd45-496a0fbad170","x-work-arrangement":"hybrid","x-experience-level":"mid","x-job-type":"full-time","x-salary-range":"$150,000 OTE","x-skills-required":["Sales","Customer Success","Account Management","Enterprise SaaS","Gainsight","ChurnZero","Vitally","Data Analysis","Proposal Writing","Contract Management","Product Development","Finance","Legal"],"x-skills-preferred":["Scaled Program Management","Playbook Development","Campaign Management","Negotiation"],"datePosted":"2026-03-06T18:28:52.710Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"New York 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