Strategic Customer Success Manager US

Welcome to the video first world!

From your everyday PowerPoint presentations to Hollywood movies AI will transform the way we create and consume content. Today people want to watch and listen not read both at home and at work. If youre reading this and nodding check out ourbrand video.

Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because high-quality video production remains complex and challenging to scaleuntil now.

Meet Synthesia

Were on amission to make video easy for in an AI lab our AI video communications platform simplifies the entire video production process making it easy for everyone regardless of skill level to create collaborate and share high-quality videos. Whether its for delivering essential training to employees and customers or marketing products and services Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. Were trusted by leading brands such as Heineken Zoom Xerox McDonalds and more. Readstories from happy customers what1200 people say on G2and being named as one of the Top Startups to Bet Your Career On in 2025!

In 2023 we were one of 7 European companies to reach unicorn February 2024 G2 named us as the fastest growing company in the 2025 we announced our series D total weve raised over $330M in funding from top-tier investors including NEA Atlassian Ventures WiL PSP Growth and existing investors such as Accel Nvidia Kleiner Perkins GV and top founders and operators including Stripe Datadog Miro Webflow and Facebook.

The role...

Reporting into the Head of Customer Success the ideal candidate will be customercentric 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 Account Management Technical Account Management or similar ideally in B2B SaaS space
• Experience managing a book of business of up to 35 strategic accounts from onboarding through renewal
• A track record in managing risk forecasting and identifying growth opportunities
• Establishing a trusted advisor relationship with our 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 our enterprise clients
• Ensuring ROI and value is understood by clients proactively looking for risks and opportunities

At Synthesia we expect everyone to...

• Put the Customer First
• Own it & Go Direct
• Be Fast & Experimental
• Make the Journey Fun

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 start-up.
• Paid parental leave
• 25 days of annual leave public holidays paid sick leave
• 100% Medical Dental & Vision
• 401k Plan
• A generous referral scheme
• Fun culture with regular socials
• A brand new computer monitor

Remote USA - Central or Eastern standard time preferred
Salary: $160000 - $180000 OTE. The final compensation package will be determined based on your experience qualifications and location.