# Scaled Customer Success Manager

**Company**: Synthesia
**Location**: New York City
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $150,000 OTE
**Category**: Sales
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q12057983

**Apply**: https://jobs.ashbyhq.com/synthesia/06c00fbb-7a58-4ee8-bd45-496a0fbad170
**Canonical**: https://yubhub.co/jobs/job_03cd5e77-5b6

## Description

## Scaled Customer Success Manager

## Location

New York City

## Employment Type

Full time

## Location Type

Hybrid

## Department

CommercialCustomer Success

## About the role

- 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 scaled CS playbooks and email sequences to drive user activation

- Follow the scaled 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

## About you:

- 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

## Compensation:

We're expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.

## Hybrid:

Must be willing to come in the office in NYC or Austin, TX.

## Benefits:

- PTO & Holiday Entitlement Policy

- Work from Abroad

- Team Meet ups & Company Socials

- Work From Home Budget

- Referral Scheme

- Enhanced Parental Leave

## Skills

### Required
- Sales
- Customer Success
- Account Management
- Enterprise SaaS
- Gainsight
- ChurnZero
- Vitally
- Data Analysis
- Proposal Writing
- Contract Management
- Product Development
- Finance
- Legal

### Nice to have
- Scaled Program Management
- Playbook Development
- Campaign Management
- Negotiation