Associate Scaled Customer Success Manager

About the role

Synthesia is on the lookout for a dedicated Associate Scaled Customer Success Manager to oversee commercial renewals and enhance revenue retention among our extensive customer base. In this role, you will work closely with various internal teams to create automated engagement initiatives aimed at boosting product adoption within our mid-market and emerging enterprise segments. Your efforts will be crucial in ensuring that our customers derive maximum value from our offerings.

Key facts

What you'll do

• Oversee the complete renewal process, ensuring the retention and growth of existing customer contracts.
• Engage with C-suite executives to address challenges and secure timely commitments for renewals.
• Develop and maintain a 120-day rolling forecast that outlines renewal timelines, pricing structures, and potential risks associated with contracts.
• Create renewal proposals, confirm contract specifics, and review all terms and conditions to ensure compliance and clarity.
• Identify and pursue opportunities for upselling or cross-selling during the renewal process to maximize revenue.
• Collaborate with Product, Revenue Operations, and Customer Enablement teams to design and implement scalable digital adoption strategies that enhance customer experience.
• Analyze customer data to identify trends and insights that can inform strategic decisions and improve overall customer satisfaction.
• Conduct regular check-ins with customers to ensure they are receiving the value they expect from our products and services.
• Prepare and present reports on customer health metrics and renewal forecasts to senior management.
• Foster strong relationships with customers to understand their needs and challenges, ensuring that we can proactively address any issues that arise.
• Participate in training and development opportunities to stay current with industry trends and best practices in customer success management.

Requirements

• A minimum of 3 years of experience in Customer Success, Sales, or Account Management within a B2B SaaS context.
• Proven track record of managing a substantial portfolio of accounts through the use of automation and digital tools.
• Strong analytical capabilities, particularly in interpreting data to enhance customer outcomes and drive business strategies.
• A history of consistently meeting or surpassing individual and team performance goals.
• Experience in developing and executing new strategic processes aimed at fostering business growth and improving customer engagement.
• Excellent communication skills, with the ability to convey complex information clearly and effectively to diverse audiences.

Nice to have

• Familiarity with CRM software and customer success platforms that facilitate account management and customer engagement.
• Experience in a fast-paced startup environment, demonstrating adaptability and a proactive approach to challenges.
• Knowledge of digital adoption frameworks and methodologies that can be applied to enhance customer experiences.

Skills & tools

• Proficiency in using CRM systems, data analytics tools, and customer success software to manage accounts and track performance metrics.
• Strong organizational skills with the ability to prioritize tasks and manage time effectively in a dynamic work environment.
• Excellent interpersonal skills, enabling you to build rapport with customers and collaborate effectively with internal teams.

Practical notes

• The benefits package includes comprehensive medical, dental, and vision coverage, along with a 401k retirement plan and paid parental leave.
• Employees will receive stock options in a Series E company, providing an opportunity for financial growth alongside the company's success.
• Time off includes 25 days of annual leave, in addition to public holidays and sick leave, promoting a healthy work-life balance.
• The company provides essential equipment, including a new computer and monitor, to ensure you have the tools needed for success.
• Our company culture emphasizes community, with a referral program and regular social events designed to foster team bonding and collaboration.

Join Synthesia and be part of a dynamic team that is transforming the way businesses engage with their customers through innovative solutions. Your contributions will play a vital role in driving customer success and ensuring long-term partnerships.