Customer Success Manager (B2B SaaS)

TL;DR

Customer Success Manager (B2B SaaS): Building trusted relationships with strategic enterprise customers and driving retention, adoption, and expansion through consultative customer success management with an accent on ROI, stakeholder engagement, and commercial ownership. Focus on managing customer health, leading outcome-focused business reviews, and solving complex onboarding, renewal, and growth challenges.

Location: Remote within the United States; Eastern or Pacific Standard Time preferred.

Salary: $170,000+ OTE, plus stock options; final compensation depends on experience, qualifications, and location.

Company

Synthesia is an AI video platform for businesses, helping enterprises improve visual communication and skill development.

What you will do

• Build and nurture relationships with key stakeholders across a portfolio of up to 35 strategic enterprise accounts.
• Lead discovery, onboarding, regular check-ins, and Quarterly Business Reviews with clear outcomes.
• Drive product adoption, user engagement, customer satisfaction, retention, and expansion.
• Act as a trusted advisor and subject matter expert on applying Synthesia in enterprise workflows.
• Monitor customer health, forecast renewals, identify risks and growth opportunities, and own commercial renewal conversations.
• Collaborate with internal teams on onboarding, support, and customer issue resolution.

Requirements

• Customer-facing experience in Customer Success Management, Account Management, Technical Account Management, or a similar role, ideally in B2B SaaS.
• Experience managing strategic enterprise accounts from onboarding through renewal.
• Strong track record in risk management, forecasting, retention, and identifying growth opportunities.
• Ability to establish trusted-advisor relationships and communicate customer ROI and value.
• Experience leading client meetings with senior stakeholders and delivering clear outcomes.
• Must be located in the United States; Eastern or Pacific Standard Time is preferred.

Nice to have

• Light video-editing experience using the Synthesia platform.

Culture & Benefits

• Remote work within the United States.
• Competitive compensation with stock options at a fast-growing Series E startup.
• Paid parental leave, 25 days of annual leave, public holidays, and paid sick leave.
• 100% medical, dental, and vision coverage and a 401(k) plan.
• Referral scheme, regular social events, and a new computer with monitor.