• 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

Role Description The Customer Success Representative is responsible for delivering unparalleled customer service by consistently exceeding expectations and building strong and lasting relationships through open communication, reliability, and a customer-centric approach. You will provide prompt and efficient assistance to meet the ever-evolving needs of Marco’s valued customers and employees. - Handle and prioritize incoming client calls, emails, and correspondence efficiently, assessing the urgency and severity of issues to set priorities. Record and assign tasks accordingly. - Provide prompt and detailed communications to internal and external clients. - Review accounts for upsell and cross-sell opportunities and escalate as necessary. - Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing the need for further escalation. - Maintain contact center expectations. - Verify and maintain client contact and database information. - Function collaboratively as part of a fast-paced, client-oriented team. - Develop and support best practices and operational procedures to create efficiencies. - Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process. - Uphold business ethics by supporting Marco’s vision, mission, and values. - Exemplify the Gold Standard Experience through every interaction. - Attend required company and departmental meetings. - Act in accordance with Marco policies and procedures as set forth in the employee handbook. - Perform other related duties as assigned. Qualifications - High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience. - 0-3 years of experience in Customer Service or a related field preferred. Requirements - Natural aptitude for outcome-based reasoning. - Demonstrate excellent verbal and written communication skills with internal and external customers. - Self-starter, ability to plan and implement sales strategy with limited supervision. - Ability to thrive in a competitive, goal-driven environment. - Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity. - Ability to prioritize responsibilities and operate with changing priorities. - Demonstrate ability to work effectively and professionally with all types of people and situations. - Demonstrate strong attention to detail to ensure accuracy and quality. - Strong desire to help others achieve success, anticipate needs, and take initiative to ensure positive sales outcomes. - Proficient with business collaboration tools including Microsoft Office Suite, CRM, and company-specific programs.

• 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