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.

About the role

As an Associate Scaled CSM at Synthesia, you will drive future growth by navigating commercial and contractual discussions with customers and retaining revenue at scale. You will partner with Product, Customer Enablement, and RevOps to design, test, and implement digital engagement and adoption solutions that are scalable and robust. You will work closely with commercial teams to create a cohesive renewal experience for customers and 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.

Responsibilities

• Own, drive, and lead the renewals process in collaboration with 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.

Requirements

• 3+ years of Sales, Customer Success, or 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 or adapt approaches to delight customers.
• Consistent track record of achieving personal and team goals.
• Ability to grow business in a strategic manner, including creating new processes and initiatives.

Benefits

• 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 coverage.
• 401k Plan.
• A generous referral scheme.
• Fun culture with regular socials.
• A brand new computer + monitor.

Pay

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

Schedule

Remote USA - Central or Eastern standard time preferred.