Customer Success Manager, Synthesia
$140-160k
OTE
+ stock options
1-5 days a week in office (Nomad District, NY)
AI video creation platform
Open for applications
AI video creation platform
201-500 employees
Open for applications
$140-160k
OTE
+ stock options
1-5 days a week in office (Nomad District, NY)
201-500 employees
Company mission
To empower everyone to make video content - without cameras, microphones or studios.
Role
Who you are
- 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
What the job involves
- 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
Our take
Video is an integral part of companies’ marketing strategies, and the adoption of synthetic media has grown in popularity. As organisations are investing in videos, startups are building platforms to support the process. Synthesia is an AI-powered video generation platform that saves enterprises up to 100x the cost and time of producing a video.
The company leverages deep learning to simulate real videos and real actors without the need for costly infrastructure like camera crews, actors, cameras, studios, and a lengthy post-production process. Synthesia’s first product STUDIO launched in public beta in the summer of 2020 and it is now used by 30,000+ companies, including the BBC, Teleperformance, Amazon, and Reuters.
Notably, Prof. Matthias Niessner, one of the co-founders of the company, is behind some of the most well-recognised research projects in the field Deep Video Portraits and Face2Face. The company's intuitive interface has grown to become the #1 rated video creation platform, proving its strong ability to capitalise on the growing AI in media market – which is estimated to be worth $99.48 Billion by 2030.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"Ownership is key to how everyone works at Synthesia. Over the past 18 months since joining, I have been given ownership of a vast array of exciting..."
Funding (last 2 of 6 rounds)
Jan 2025
$180m
SERIES D
Jun 2023
$90m
SERIES C
Total funding: $336.6m
Company benefits
- 📍You will work in a hybrid setting with offices London, New York, Copenhagen, Amsterdam, Munich & Zurich!
- 💸 Stock options in our fast-growing Series C start-up
- 🌴 25 days of annual leave + public holidays in the country where you are based
- 🎉 Fun culture with regular socials and company retreats (Portugal, Copenhagen & Barcelona!)
- 🍫 Office snacks and regular tasty lunches!
- 🤑 Generous referral scheme
- 🚀 A huge opportunity for career growth as you’ll help shape a market-defining product
- 🏥 Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts.
- 🍼 Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay.
Company values
- Outcomes over Inputs & Plans: We value outcomes and iterations, not inputs
- Be an Owner: Acting like an owner is encouraged: Ask questions, challenge decisions and show leadership
- Make the Journey Fun: We strive for an informal, low hierarchy culture where we can all be our true selves.
- Default to Simple: Simple is better - until it's not. But in most cases we can stick to very simple solutions
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Victor Riparbelli
(CEO)Experience working on growth and product at Aller Media and Founders. Co-founded Immersive Futures in 2016 and Coincall in 2017.
Steffen Tjerrild
(Co-Founder & COO & CFO)Former Investment Manager at Kukula Capital and Business Developer at Founders.
Matthias Niessner
(Co-Founder)Computer science professor at the Technical University Munich.
Lourdes Agapito
(Co-Founder)Professor of 3D Computer Vision at University College London.
People progressing
Joined Synthesia in June 2022 as a Customer Support Associate, promoted to a different department as a Customer Onboarding Manager in January 2024.
Joined Synthesia in April 2022 as an SDR. Promoted in January 2023 to a Senior SDR, and promoted again in January 2024 to a Strategic SDR lead for EMEA.
Joined Synthesia in April 2023, promoted to a different department as a Customer Success Manager in May 2024.
Joined Synthesia in October 2021 as a Customer Success Manager, promoted to a different department as an Account Executive in October 2022.
Joined Synthesia in December 2021 as a Customer Success Manager, promoted to a Senior Customer Success Manager in December 2022.
Joined Synthesia in December 2020 as a Full Stack Engineer, promoted to an Engineering Lead in December 2022.
Joined Synthesia in January 2018 as a Research Engineer, promoted to a Senior Research Engineer in March 2021.
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