Enterprise Customer Success Manager

Synthesia•New York City, NY

2d•Hybrid

About The Position

Synthesia is seeking an Enterprise Customer Success Manager who is customer-centric and passionate about building strong customer relationships while delivering value to ensure happy customers. This role reports into the Director, Enterprise Customer Success. The ideal candidate will 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, and establish a trusted advisor relationship. You will act as a subject matter expert for the practical application of Synthesia within enterprises, implementing video content into their workflows. Responsibilities include monitoring utilization, deploying strategies to increase user engagement, adoption, and satisfaction, leading Quarterly Business Reviews, ensuring ROI and value communication, proactively monitoring customer health, owning commercial conversations and renewals, and collaborating with internal teams for seamless onboarding and support.

Requirements

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.

Responsibilities

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