Senior Customer Success Manager
Skills
- Customer Success experience in B2B SaaS
- Managing a book of business and associated KPIs
- Risk management, forecasting, and opportunity identification
- Onboarding and implementation of enterprise customers
- Executive stakeholder management and presentation skills
- Familiarity with video creation workflows; light video editing using Synthesia
- Strong commercial acumen for renewals and expansion conversations
- Data-driven approach to customer health and engagement metrics
Responsibilities
- Build and nurture strong relationships with key customer stakeholders to drive retention and growth
- Conduct discovery sessions to understand customer objectives and uncover new use cases
- Serve as a trusted advisor and subject matter expert on Synthesia’s platform and enterprise application
- Monitor product utilization and deploy strategies to increase engagement, adoption, and satisfaction
- Lead Quarterly Business Reviews (QBRs) with senior stakeholders and deliver clear, measurable outcomes
- Communicate ROI and value to customers and ensure it is understood by stakeholders
- Proactively monitor customer health to identify renewal risks and expansion opportunities
- Own commercial renewal conversations and manage the end-to-end renewal process
- Collaborate with onboarding, support, and product teams to ensure seamless customer experience
Education
- Bachelor’s degree or equivalent experience preferred
Benefits
- Hybrid work setting for New York employees
- Competitive salary + stock options (Series D startup)
- Paid parental leave
- 25 days annual leave + public holidays + paid sick leave
- 100% Medical, Dental & Vision coverage
- 401(k) plan
- Generous referral scheme
- Regular team socials and fun culture
- Company-provided computer and monitor
Average salary estimate
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