• Build and maintain strong relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and progress on large-scale service engagements. • Partner closely with customers to drive engagement, retention, and expansion. Conduct regular Business Reviews with key accounts to assess progress, understand evolving needs, and align on growth strategies. • Proactively monitor customer usage trends to identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption. • Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success. • Provide expertise to assess client needs and identify valuable solutions that our product can deliver. • Set clear, transparent goals to meet client requirements, working closely with internal teams to ensure goal alignment and successful delivery. • Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams. • Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact. • Conduct L1 product demos, review new features and functionalities, and advise customers on technical setups and configurations to enhance their product experience. • Guide feature adoption, facilitate onboarding, and manage change effectively, providing proactive support for key functionalities. • Partner with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.

• Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolio • Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the business • Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / products • Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement • Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experience • Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategy

• Reporting to the AVP of Customer Success and focusing on Italian accounts in Europe - you are energetic, driven, and care deeply about the success of our customers • As a Strategic Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users • You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users • You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite • Ideal for an individual who wants to expand their career with a fast-growing software company

• Own the full customer journey from qualified lead through to renewal and expansion • Define clear handoff processes between Business Development, Technical Consulting, and Customer Success • Maintain pipeline visibility and produce accurate revenue forecasts for leadership • Identify and pursue upsell and cross-sell opportunities within the existing customer base • Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success • Set individual KPIs aligned to company targets and run regular performance reviews • Build a culture of accountability, collaboration, and continuous improvement • Support onboarding as the team grows alongside ITS’s SaaS expansion • Coach the Business Development Executive on complex or high-value deals, engaging directly where needed • Personally lead senior prospect conversations for strategic accounts • Ensure CRM discipline and consistent sales methodology across the team • Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio • Oversee the customer health framework and manage at-risk account escalations • Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers • Partner with Marketing Operations on renewal communication and re-engagement campaigns • Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials • Share commercial intelligence from the field to inform product roadmap priorities • Align on messaging and positioning so the commercial team goes to market consistently