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Salary: USD 180,000 - 0 / annual
Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Following a Series E funding round of $200 million, the company is valued at $4 billion with total funding exceeding $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, and GV.
In this Strategic Customer Success Manager role, you will own a book of up to ~30 strategic enterprise accounts, driving retention, expansion, and customer satisfaction. You will build and nurture strong relationships with key stakeholders, conducting discovery to understand business objectives and uncover new use cases for Synthesia's AI video platform.
Key responsibilities include:
- Establishing and maintaining trusted advisor relationships, ensuring customers realize value from their Synthesia investment
- Acting as a subject matter expert on practical enterprise applications of AI video, taking a consultative approach to workflow implementation
- Monitoring utilization and deploying strategies to increase user engagement, adoption, and satisfaction
- Leading Quarterly Business Reviews with senior stakeholder attendance, delivering clear outcomes
- Proactively monitoring customer health, identifying renewal risks and expansion opportunities
- Owning commercial conversations and all aspects of the renewal process
- Ensuring ROI and value are clearly communicated and understood
- Collaborating with internal teams on seamless onboarding, support, and issue resolution
- Performing light video editing using the Synthesia platform
You will work hybrid from Austin, Texas, with a preference for Central time-zone availability.
REQUIREMENTS:
- Customer-facing experience in Customer Success Management, Account Management, Technical Account Management, or similar role, ideally in B2B SaaS
- Proven track record managing a book of business of up to ~30 strategic accounts from onboarding through renewal
- Demonstrated experience managing risk, forecasting, and identifying growth opportunities
- Ability to establish trusted advisor relationships with clients and drive value from Synthesia products and services
- Success in onboarding new clients and building key relationships during critical early months
- Experience coordinating and leading regular client check-ins with clear outcomes on client health and opportunities, with senior stakeholder attendance
- Capability to perform light video editing using the Synthesia platform
- Track record in retention and growth of enterprise clients
- Ability to ensure ROI and value are understood by clients, proactively identifying risks and opportunities
