Associate 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 role:

• As an Associate Scaled CSM at Synthesia, you will drive our future growth by navigating commercial / contractual discussions with customers and retaining revenue at scale

• You will partner with Product, Customer Enablement, and RevOps in helping design, test, and implement digital engagement and adoption solutions that are scalable and robust

• You will work very closely with the commercial teams to create a cohesive renewal experience for customers

• You will engage in business-level and technical conversations at multiple levels of the organization, including the C-suite at emerging and mid-market customers

• This is an ideal role for an individual who wants to expand their career with a fast-growing software company and is energized by combining customer engagement with architecting automated programs to support adoption at scale

About you:

• 3+ years of Sales, Customer Success, Account Management experience, preferably within an enterprise b2b SaaS organization

• Experience managing a high volume of accounts and leveraging a variety of tools and automation to engage with customers at scale

• Analytical with strong problem-solving skills to interpret customer data and create new approaches or adapt existing ones in order to delight customers

• Consistent track record of achieving personal and team goals

• Ability to grow business in a strategic manner, i.e. creating new processes and initiatives.

As an Associate Scaled CSM, you will:

• Own, drive, and lead the renewals process in collaboration with the rest of the customer success team to preserve and expand customer contracts.

• Actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments

• Maintain and report an accurate rolling 120-day forecast of renewals and accurately forecast renewal pricing, timing, and risk

• Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions

• Lead discovery and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth

  Compensation: $100,000 - $130,000+ OTE. The final compensation package will be determined based on your experience and qualifications.

  At Synthesia we expect everyone to:

  • Put the Customer First

  • Own it & Go Direct

  • Be Fast & Experimental

  • Make the Journey Fun

  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 E start-up.

  • Paid parental leave

  • 25 days of annual leave + public holidays + paid sick leave

  • 100% Medical, Dental & Vision

  • 401k Plan

  • A generous referral scheme

  • Fun culture with regular socials

  • A brand new computer + monitor

  Remote USA - Central or Eastern standard time preferred