Customer Success Manager for Scalable Solutions
1 week ago
In today's world, the preference for video content is undeniable. From corporate presentations to cinematic productions, AI is revolutionizing how we create and consume visual media. If this resonates with you, we invite you to explore our brand vision.
Despite the growing demand for video, the business landscape remains heavily reliant on text-based communication. This is primarily due to the complexities involved in high-quality video production.
Introducing Synthesia
Our mission is to democratize video creation. Originating from an AI research environment, our platform streamlines the video production process, enabling individuals of all skill levels to create, collaborate, and share exceptional videos effortlessly. Whether for training purposes or marketing initiatives, Synthesia empowers organizations to communicate and disseminate knowledge through video swiftly and effectively. We are proud to partner with renowned brands such as Heineken, Zoom, Xerox, and McDonald's. Discover testimonials from satisfied clients and insights from over 1,200 users on G2.
In 2023, we achieved unicorn status, and we were recognized as the fastest-growing company globally. Our funding exceeds $150M, backed by prestigious investors including Accel, Nvidia, Kleiner Perkins, and Google, alongside notable founders and operators from leading tech companies.
Key Responsibilities:
- Oversee a substantial portfolio of accounts (over 100) and collaborate with the commercial team to ensure a seamless renewal experience for clients.
- Maintain and provide an accurate rolling forecast of renewals and assess renewal pricing, timing, and potential risks.
- Engage proactively with key stakeholders to understand customer needs, negotiate contract terms, and identify obstacles to ensure timely commitments.
- Support customers in achieving their objectives and addressing concerns during short-term interactions.
- Facilitate both individual and group success programs to drive impact among targeted customer segments.
- Contribute to the development of digital customer success playbooks and email outreach strategies to enhance user engagement.
- Implement data-driven customer success practices tailored to each client's requirements.
- Utilize technology and tools to deliver value and enhance adoption across multiple accounts through group initiatives, including email campaigns and resource creation.
- Analyze data to identify risks or opportunities and segment a diverse portfolio of clients.
- Prepare renewal proposals, including pricing calculations, contract verification, and terms review.
- Advocate for customer needs and influence the product development strategy.
- Collaborate closely with Finance and Legal teams to ensure contract accuracy.
- Minimum of 3 years of experience in Sales, Customer Success, or Account Management, ideally within an Enterprise SaaS environment.
- Strong understanding of Enterprise SaaS applications, particularly Customer Success Platforms like Gainsight, ChurnZero, and Vitally.
- Proven track record of meeting personal and team objectives.
- Experience thriving in dynamic environments.
- Ability to strategically grow business, focusing on process-oriented approaches and managing a high volume of accounts.
- Experience in program management, developing playbooks, and executing campaigns within sales or customer success frameworks.
- Demonstrated ability to prioritize high-volume accounts at various lifecycle stages.
- Exceptional negotiation skills.
- Must reside in the NYC metro area.
In addition to being part of an innovative team, we offer:
- Competitive salary plus stock options in our rapidly growing Series C startup.
- Hybrid work environment.
- Discretionary bonus structure.
- Comprehensive Medical, Dental, and Vision coverage.
- 401k retirement plan.
- Paid parental leave.
- 25 days of annual leave, in addition to public holidays and paid sick leave.
- Vibrant company culture with regular social events and retreats.
- Generous employee referral program.
- Provision of a new computer.
Location: New York City - Nomad District
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