Scaled Customer Success Manager

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.About the roleManage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customersMaintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risksActively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitmentsAchieve customer goals and address concerns in short-term interactionsWork with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groupsContribute to the creation of scaled CS playbooks and email sequences to drive user activationFollow the scaled CS practices and strategy for each customer based on data analysis and the customer's needsLeverage 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 hoursUse data to identify risk or opportunity and segment a large book of businessPrepare proposals, including renewal rate calculations, verify contracts, review terms and conditionsRepresent the voice of the customer and influence the product development roadmapWork closely with Finance and Legal teams to ensure all contracts are accurateAbout you:3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organizationSolid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.Consistent track record of achieving personal and team goalsHistory of thriving in a rapidly-changing environmentAbility to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accountsBackground in scaled program management, or building playbooks and campaigns in sales or customer success platformsTrack 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