# Enterprise Customer Success Manager

**Company**: Synthesia
**Location**: New York City
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $140,000 - $160,000 OTE
**Category**: Sales
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q12057983

**Apply**: https://jobs.ashbyhq.com/synthesia/8851369e-fa7d-4576-8339-45e284f0bd0f
**Canonical**: https://yubhub.co/jobs/job_c5d7b246-cc2

## Description

## Enterprise Customer Success Manager

### About the role

Reporting into the Head of Customer Success, the ideal candidate will be customer–centric and passionate about building strong customer relationships while delivering value to ensure happy customers.

- 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

### About you...

- 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.

## The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

- A competitive salary + stock options in our fast-growing Series D startup

- Hybrid working environment for NY based employees

- 100% Medical, Dental & Vision

- 401k Plan

- Paid parental leave

- 25 days of annual leave + Public holidays + paid sick leave

- Fun culture with regular socials

- A generous referral scheme

- A brand new computer + monitor

**Compensation:** $140,000 - $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.

Location: New York City - Nomad District

*may be open to remote

## Skills

### Required
- Customer Success Management
- Client Service
- Account Management
- B2B SaaS
- Sales Methodology Frameworks
- MEDDPICC
- Business-Level and Technical Conversations
- Communication
- Listening and Presentation Skills

### Nice to have
- Discovery Skills
- Use Case Identification
- Cross-Functional Teamwork
- Sales, Product and Support