Customer Success Manager

2 Months ago • All levels • $140,000 PA - $160,000 PA

Customer Service

Job Description

Synthesia is seeking a Customer Success Manager to join their team. The role involves building and nurturing strong customer relationships to drive retention and growth. Key responsibilities include understanding customer business objectives, acting as a trusted advisor, monitoring customer health, and owning renewal processes. The ideal candidate will have customer-facing experience in Customer Success Management or similar roles within B2B SaaS, a customer-centric mindset, and strong communication skills. The position is based in New York City and offers a hybrid working environment, competitive salary, and benefits.

Good To Have:

Experience in B2B SaaS
MEDDPICC preferred

Must Have:

Customer-facing experience in Customer Success Management/Client Service/Account Management
Customer-centric mindset
Proactive and organized
Experience managing a book-of-business with KPIs
Track record in retaining and growing enterprise customers
Strong discovery skills
Experience using sales methodology frameworks
Engage in business-level and technical conversations
Excellent communication, listening and presentation skills
Ability to work collaboratively with cross-functional teams
Must be based in NYC metro area

Perks:

Competitive salary + stock options
Hybrid working environment
100% Medical, Dental & Vision
401k Plan
Paid parental leave
25 days of annual leave + Public holidays + paid sick leave
Fun culture with regular socials
Generous referral scheme
Brand new computer + monitor

Add these skills to join the top 1% applicants for this job

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Welcome to the video first world!

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now….

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers, what 1,200+ people say on G2 and being named as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

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.
You must be based in NYC metro area