Enterprise Customer Success Manager

About the role

In this pivotal role, you will be responsible for guiding enterprise clients in maximizing their use of our innovative AI video platform. You will act as the central point of contact, ensuring that complex client needs are not only met but anticipated and exceeded. Your work will directly influence client retention and expansion by demonstrating the tangible value of our technology. You will own the end-to-end relationship lifecycle, from initial onboarding through to mature account management. This position requires a proactive mindset dedicated to transforming client challenges into opportunities for growth. You will translate technical product capabilities into clear business outcomes for diverse stakeholders. Success in this role will be measured by your ability to foster trust and secure long-term partnerships with key decision-makers. This is a chance to build a career at the forefront of the AI video revolution while driving measurable impact for our most strategic accounts.

Key facts

What you'll do

Orchestrate and execute tailored success plans that align client objectives with Synthesia's platform capabilities.

Champion the client's voice internally by consolidating feedback and influencing product enhancements and feature development.

Analyze adoption patterns and usage data to identify cross-sell and upsell opportunities that expand the strategic relationship.

Mitigate churn risk by conducting deep-dive health checks and implementing proactive remediation strategies for at-risk accounts.

Lead the development of executive-level business reviews that highlight ROI, forecast value, and future-state vision.

Design and facilitate quarterly business reviews and steering committee meetings with senior stakeholders to ensure alignment.

Architect onboarding journeys that accelerate time-to-value and ensure new enterprise clients achieve early wins.

Utilize advanced analytical skills to build detailed reports on client health scores, engagement metrics, and lifecycle stages.

Coordinate complex technical implementations and troubleshoot sophisticated use cases with the support and engineering teams.

Cultivate a network of internal advocates within client organizations to drive organic expansion and renewals.

Leverage your expertise to coach clients on best practices for creating and deploying AI video workflows at scale.

Own the documentation of all client interactions, ensuring a clear audit trail and continuity of care.

Act as a subject matter expert on client portfolios, providing insights to leadership regarding account direction and retention.

Drive the adoption of new platform features and updates to ensure clients are fully leveraging the latest AI capabilities.

Establish yourself as the trusted advisor who partners with clients to navigate their digital transformation journey.

Requirements

You must possess a proven track record of managing a portfolio of business accounts with defined key performance indicators.

You should have a demonstrated history of effectively managing risks, forecasting outcomes, and identifying growth opportunities within existing accounts.

You must have prior experience in customer-facing roles such as Customer Success Management, Client Services, Account Management, Technical Account Management, or Implementation.

You are required to be based in Munich to facilitate close collaboration with internal teams and in-person client interactions.

You must possess the capability to successfully onboard new clients and foster key relationships that drive long-term success.

You should have a demonstrated ability to build trusted advisor relationships with clients and act as a strategic partner.

You must be adept at ensuring clients understand their return on investment and proactively identifying risks and opportunities for improvement.

You are required to have experience coordinating and leading regular check-ins with senior stakeholders to maintain strong executive presence.

Nice to have

Previous experience in a startup or fast-paced environment is highly valued due to the rapid iteration cycles.

Familiarity with AI technologies and their application in video content creation will be beneficial for explaining complex features.

Knowledge of additional languages can enhance your ability to communicate with diverse clients and stakeholders.

Experience working with video editing platforms and understanding the nuances of content creation is preferred.

Practical notes

This position offers an attractive benefits package, including 16 weeks of paid parental leave for primary caregivers and 5 weeks for secondary caregivers. You will enjoy 25 days of annual leave in addition to local public holidays. Benefits also include private medical insurance (specific to the UK, covering mental health, dental, vision, cashback, and gym discounts), a generous referral scheme, pension contributions, and support for setting up a home office. This role presents significant opportunities for career advancement within a leading product company that is shaping the future of AI in video content creation. The position is designated as hybrid, requiring a presence in the Munich office for collaboration and client meetings.