Strategic Customer Success Manager

Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As a Strategic Customer Success Manager, you'll own a book of enterprise accounts across the UK and Europe, acting as a trusted advisor who drives adoption, retention and growth. You'll partner closely with Sales to deliver a seamless onboarding experience and educate clients on a completely new way to create video content.

Responsibilities

Own a book of enterprise accounts across the UK and Europe, acting as a trusted advisor who drives adoption, retention and growth; Partner closely with Sales to deliver a seamless onboarding experience; Educate clients on a new way to create video content; Engage stakeholders from day-to-day users through to the C-suite, ensuring customers see clear ROI and become champions of Synthesia; Report to the Director of Customer Success of the UK; Drive Synthesia's future growth by building relationships with clients and turning them into happy users; Create a cohesive onboarding experience for new users with sales; Engage in business-level and technical conversations at multiple levels of the organisation, including the C-suite

Requirements

Customer-facing experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar, ideally in B2B SaaS; Experience in managing a Book of Business along with KPIs; A track record in managing risk, forecasting, and identifying growth opportunities; Establishing a trusted advisor relationship with clients, driving value from Synthesia products and services; Successfully onboarding new clients and building key relationships in the first critical months and beyond; Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance; Light video editing using the Synthesia platform; Retention and growth of enterprise clients; Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities; Fluent in English; Based in London, hybrid role with office attendance 3 days a week

Nice to have

Experience at a fast-growing technology company; Familiarity with AI or video tools

Benefits

Equity