Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles sit at the center of how modern SaaS companies retain revenue and expand accounts, and this one is positioned in an enterprise context at an AI-first product business. The remit signals a product that must be embedded into customer workflows, where value is proven through adoption, measurable outcomes, and executive alignment rather than one-time delivery.
For a SaaS career, the role offers durable exposure to the operating system of recurring revenue: health scoring, utilization analysis, renewal mechanics, and structured stakeholder management. Running discovery, translating use cases into outcomes, and leading business reviews are experiences that transfer cleanly across B2B SaaS categories, especially where customers expect consultative guidance and change management.
This position tends to suit professionals who enjoy owning a portfolio and moving between strategic conversations and practical enablement. It is a strong match for someone comfortable engaging senior stakeholders, coordinating with sales, product, and support, and using process and methodology to bring predictability to renewals and expansion. Remote flexibility also points to a working model that rewards clear written communication and self-directed prioritization.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.
About the role
Reporting into the Director, Enterprise 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
About you...
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.
The good stuff...
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
A competitive salary + stock options in our fast-growing Series E startup
Hybrid working environment for NY based employees
100% Medical, Dental & Vision
401k Plan + company match
Paid parental leave
25 days of annual leave + Public holidays + paid sick leave
Fun culture with regular socials
A generous referral scheme
A brand new computer + monitor
Compensation: $140,000 - $160,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.
Location: Hybrid: New York City - Nomad District
*may be open to Austin Texas metro
