Scale Customer Success Manager
4 weeks ago
We are seeking a highly skilled Scale Customer Success Manager to join our team at Synthesia. As a key member of our commercial team, you will be responsible for managing a large portfolio of accounts and working closely with our customers to ensure their success with our AI video communications platform.
Key Responsibilities- Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
- Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
- Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
- Achieve customer goals and address concerns in short-term interactions
- Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
- Contribute to the creation of digital CS playbooks and email sequences to drive user activation
- Follow the digital CS practices and strategy for each customer based on data analysis and the customer's needs
- Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
- Use data to identify risk or opportunity and segment a large book of business
- Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
- Represent the voice of the customer and influence the product development roadmap
- Work closely with Finance and Legal teams to ensure all contracts are accurate
- 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
- Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
- Consistent track record of achieving personal and team goals
- History of thriving in a rapidly-changing environment
- Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
- Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
- Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills
- A competitive salary + stock options in our fast-growing Series C startup
- Hybrid working environment
- Discretionary based bonus
- 100% Medical, Dental & Vision
- 401k Plan
- Paid parental leave
- 25 days of annual leave + Public holidays + paid sick leave
- Fun culture with regular socials and company retreats
- A generous referral scheme
- A brand new computer
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