Customer Success Manager - German Speaking

As a Customer Success Manager at Synthesia, your primary responsibilities include building and nurturing relationships with clients, ensuring they successfully onboard and effectively use our video communication platform. You'll coordinate regular client check-ins, manage a book of business, and work on identifying growth opportunities while helping clients understand the return on investment from our products. Engaging in both technical conversations and strategic discussions will also be essential as you aim to ensure client satisfaction and drive retention.

To excel as a Customer Success Manager at Synthesia, candidates should possess customer-facing experience in roles like Customer Success Management, Account Management, or Technical Account Management, ideally within the B2B SaaS sector. Furthermore, candidates should be adept in handling a book of business, managing KPIs, and developing trusted relationships with clients to drive value from Synthesia's offerings. Native or bilingual proficiency in German is also a requirement for this role.

At Synthesia, Customer Success Managers are supported through a collaborative team environment and a culture that focuses on outcomes. You will have access to ongoing training and professional development opportunities, enabling you to effectively educate clients and drive successful outcomes. Our hybrid work model, along with regular socials and company retreats, fosters a positive workplace that encourages personal growth and team collaboration.

Synthesia provides exciting career growth opportunities for its Customer Success Managers by allowing them to take ownership of their role and impact the company's direction. As you gain experience and demonstrate your skills, there are numerous avenues for advancement within the organization. Participating in cross-functional projects and engagements also broadens your exposure, enhancing your professional development trajectory.

The company culture at Synthesia is vibrant, innovative, and supportive. Customer Success Managers are encouraged to have fun while pursuing their goals and collaborating with team members. With a focus on ownership, simplification, and outcome orientation, the environment nurtures creativity and celebrates achievements. Regular socials, retreats, and a hybrid work setting ensure team members feel engaged and connected.

When onboarding new clients, I would tailor the experience by understanding their specific needs and objectives first. Creating a structured onboarding plan that includes training sessions, resource sharing, and regular check-ins can help ensure a smooth transition. I would also proactively seek client feedback to adjust the onboarding process as needed, fostering a collaborative relationship from the outset.

In dealing with an unhappy client, I would first listen to their concerns without interruption. Empathizing with their situation is crucial to building trust. I would then identify the root cause of their dissatisfaction and communicate how we can address their issues. It's essential to provide timely updates on any solutions and ensure they feel valued throughout the process.

To assess client health, I utilize metrics such as product engagement, usage data, and feedback from client interactions. I also conduct regular reviews with clients to assess their satisfaction levels and discuss any challenges they face. This proactive approach enables me to identify potential risks early and take action to enhance their experience with Synthesia.

Certainly! In my previous role, I recognized an opportunity to enhance a client's experience by introducing a new feature aligned with their needs. I initiated discussions that led to an upsell, and by providing extensive training on the new service, I ensured their team utilized it effectively. The result was increased satisfaction and a 30% growth in their contract value.

Prioritization involves a blend of client needs and potential impact. I assess clients based on their engagement level, upcoming renewals, and the potential for upsells. I maintain an organized approach by utilizing CRM tools to schedule tasks and follow-ups accordingly, ensuring that I address high-priority tasks and clients as efficiently as possible.

Essential skills for a Customer Success Manager include strong communication and interpersonal abilities, empathy, and a knack for problem-solving. Being analytical helps in understanding client data and metrics, while having technical knowledge of the product ensures I can provide valuable insights. Additionally, being proactive and detail-oriented are key traits that contribute to client satisfaction.

Cultivating lasting relationships with clients starts with effective communication and regular engagement. I would ensure to stay in touch through check-ins and updates, celebrating successes and addressing concerns promptly. Establishing myself as a trusted advisor fosters a stronger bond, as clients feel more comfortable sharing their business goals and challenges with me.

I have hands-on experience with video production for training and marketing purposes, understanding the nuances of creating effective video content. Additionally, I keep myself updated on trends in video usage in business, recognizing how impactful video can be in enhancing client engagement and knowledge sharing, which makes me well-versed in Synthesia's mission.

I measure client success by establishing key performance indicators aligned with their goals. This could include metrics like usage frequency, content engagement rates, and user feedback. Regular check-ins help to collect qualitative data, enabling me to assess whether clients are deriving value from the platform, which informs our strategy for continuous improvement.

In my previous position, I worked closely with sales and marketing teams to launch a new client’s product. I facilitated regular meetings to align on objectives and gathered input from all parties to ensure a smooth rollout. Navigating different team dynamics required clear communication and collaboration, ultimately leading to a successful launch and strong client feedback.