About 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.

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 D startup

• Hybrid working environment for NY based employees

• 100% Medical, Dental & Vision

• 401k Plan

• Paid parental leave

• 25 days of annual leave + Public holidays + paid sick leave

• Fun culture with regular socials

• A generous referral scheme

• A brand new computer + monitor

Compensation: $140,000 - $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.

Location: New York City - Nomad District

*may be open to remote

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