Customer Success Strategist

2 weeks ago


New York, New York, United States Synthesia Full time
Welcome to the era of video communication

In today's world, where visual content is preferred over text, we at Synthesia are on a mission to revolutionize how organizations communicate. Our AI-driven video platform simplifies the production of high-quality videos, enabling users of all skill levels to create, collaborate, and share impactful content effortlessly. Whether for training purposes or marketing initiatives, our solution empowers businesses to convey their messages effectively through video.

About Synthesia

Having achieved unicorn status, we are recognized as one of the fastest-growing companies globally, trusted by renowned brands like Heineken, Zoom, and McDonald's. Our innovative approach has attracted significant investment from top-tier investors, allowing us to expand our reach and enhance our offerings.

Key Responsibilities
  • Oversee a substantial portfolio of clients (over 100 accounts) and collaborate with the sales team to ensure a seamless renewal process.
  • Maintain a precise 90-day rolling forecast for renewals, including pricing, timing, and potential risks.
  • Engage with key stakeholders to understand customer needs, negotiate contract terms, and resolve any obstacles to timely commitments.
  • Support customers in achieving their objectives through both personalized interactions and group success initiatives.
  • Contribute to the development of digital customer success resources and communication strategies to enhance user engagement.
  • Implement data-driven customer success practices tailored to individual client needs.
  • Utilize technology to maximize value and drive adoption across multiple accounts through scalable programs.
  • Analyze data to identify risks and opportunities within a large client base.
  • Prepare and verify proposals, including renewal calculations and contract terms.
  • Advocate for customer interests and influence product development priorities.
  • Collaborate closely with Finance and Legal teams to ensure contract accuracy.
Qualifications
  • Minimum of 3 years of experience in Sales, Customer Success, or Account Management, ideally within an Enterprise SaaS environment.
  • Strong familiarity with Enterprise SaaS applications, particularly Customer Success Platforms like Gainsight or ChurnZero.
  • Proven track record of meeting personal and team objectives.
  • Ability to thrive in a dynamic and fast-paced environment.
  • Experience managing a high volume of accounts strategically.
  • Background in program management or developing playbooks and campaigns within customer success frameworks.
  • Demonstrated ability to prioritize accounts at various lifecycle stages.
  • Excellent negotiation skills.
  • Must reside in the NYC metro area.
Benefits

We offer a competitive compensation package, including stock options in our rapidly growing startup, a hybrid work environment, and a range of benefits such as:
  • Comprehensive Medical, Dental, and Vision coverage.
  • 401k Plan.
  • Generous parental leave policy.
  • 25 days of annual leave plus public holidays and paid sick leave.
  • A vibrant company culture with regular social events and retreats.
  • A robust employee referral program.
  • Provision of a new computer.


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