Strategic Customer Success Manager - London

Synthesia
London, United Kingdom
HybridCareer-pivot friendly

Who this role is best for

Best suited to customer success professionals with B2B SaaS experience working in enterprise environments, who can engage in technical and business-level conversations and thrive in a fast-growing company based in London.

Best fit for

  • Individuals who have managed a Book of Business and driven client growth and retention
    — “managing a Book of Business along with KPIs”
  • Professionals who can coordinate with sales and lead client check-ins with senior stakeholders
    — “Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance”

Things to consider

  • The role requires a strong ability to engage in high-level discussions with C-suite executives
    — “engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite”
  • Candidates must be based in London, with no mention of remote flexibility
    — “Based in London”

How to stand out

  • Highlight experience in managing client onboarding and driving value through product education
    — “helping educate clients on a totally new way to create video content”
  • Showcase your ability to identify growth opportunities and manage risk in enterprise accounts
    — “managing risk, forecasting, and identifying growth opportunities”
  • Demonstrate your track record in client retention and long-term relationship building
    — “Retention and growth of our enterprise clients”
  • Emphasize your experience in cross-functional collaboration with sales teams
    — “work very closely with sales to create a cohesive onboarding experience for new users”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Build relationships with clients
  • Drive customer success
Typical background
Customer-facing experience in B2B SaaS

Skills & requirements

Required

Customer Success ManagementClient ServiceAccount ManagementTechnical Account ManagementImplementation

Preferred

Video EditingEnterprise Software

Stack & domain

Customer Success ManagementClient ServiceAccount ManagementTechnical Account ManagementImplementationVideo EditingAI Video PlatformCommunicationProblem-solvingTeamworkLeadershipAdaptabilityNegotiationCustomer SuccessVideo ProductionAI

About the role

Original posting from Synthesia via Ashby

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.

The Role:

  • Reporting to the Director of Customer Success, UK and focusing on accounts in Europe - you are energetic, driven, and care deeply about the success of our customers
  • As a Strategic Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users
  • You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users
  • You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite
  • Ideal for an individual who wants to expand their career with a fast-growing software company

About you...

  • Customer-facing experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar ideally in B2B SaaS
  • Experience in managing a Book of Business along with KPIs
  • A track record in managing risk, forecasting, and identifying growth opportunities
  • Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services
  • Successfully onboarding new clients and building key relationships in the first critical months and beyond
  • Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance
  • Light video editing using the Synthesia platform
  • Retention and growth of our enterprise clients
  • Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities
  • Based in London

At Synthesia we expect everyone to...

  • Be an owner
  • Focus on outcomes over Inputs and Plans
  • Make the journey fun
  • Default to simple

You can read more about this in this public Notion page  https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2

Source: Synthesia careers (Ashby)

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