Strategic Customer Success Manager – London

Overview

In this role you will drive Synthesia’s growth by cultivating strong client relationships and turning users into loyal, successful customers. You will educate clients on the innovative way to create video content and collaborate with sales to deliver a cohesive onboarding experience. You’ll engage in strategic, as well as technical, conversations with multiple levels of the organization, including the C-suite. This is a fast-growing software environment where you help maximize value and retention across enterprise accounts.

Responsibilities

• Build and manage relationships with clients to ensure ongoing value
• Lead onboarding and establish early trust with new clients
• Coordinate with Sales to ensure a cohesive onboarding experience
• Engage in business-level and technical conversations across organizational levels including executives
• Manage a Book of Business with KPIs and forecast growth opportunities
• Identify risks, opportunities, and drive account expansion
• Establish trusted advisor relationships and drive ROI from Synthesia products
• Lead regular client check-ins with measurable outcomes and health indicators
• Oversee retention and growth of enterprise clients
• Perform light video editing on the Synthesia platform
• Communicate value and ROI clearly to clients to prevent churn

Key requirements

• Customer-facing experience in CS/Account Mgmt/Technical Account Mgmt/Implementation in B2B SaaS
• Experience managing a Book of Business with KPIs
• Track record in risk management, forecasting, and identifying growth opportunities
• Ability to establish trusted advisor relationships and drive value from products/services
• Experience onboarding new clients and building relationships in initial months and beyond
• Experience coordinating client check-ins with senior stakeholders
• Based in London

• Strong interpersonal and communication skills
• Relationship-building and stakeholder management
• Strategic thinking and proactive problem solving
• Collaborative mindset and cross-functional collaboration
• Result- and outcomes-focused
• Light video editing using the Synthesia platform

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