Services Manager, Pilot & Onboarding

Welcome to the video first world!

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale - until now.

Meet Synthesia 🚀

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn 🦄 status. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $150M in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The Role:

The Services Manager at Synthesia will spearhead our pilot projects and onboarding processes, ensuring that new clients are seamlessly integrated into our platform. This role is critical in helping customers leverage the full potential of Synthesia’s offerings through tailored onboarding experiences and strategically planned pilot projects. The Services Manager serves as a strategic link between Synthesia’s clients and our internal teams, advocating for client needs and driving exceptional service delivery.

Key Responsibilities:

• Proof of Value: Design, implement, and oversee pilots to showcase the strategic value of Synthesia’s solutions, ensuring alignment with client expectations and business outcomes.
• Customer Onboarding: Manage the comprehensive onboarding process, coordinating with cross-functional teams to ensure a smooth transition and optimal client experience.
• Collaborative Team Leadership: Work closely with Sales, Customer Success, Product and other teams to align onboarding and pilot strategies with broader business goals.
• Strategic Engagement: Develop and refine onboarding and pilot methodologies further to enhance client engagement and adoption. Use insights from client interactions to drive continuous improvement and innovation in service delivery.
• Performance Metrics: Develop key performance indicators for the onboarding and pilot phases to monitor success and identify opportunities for improvement.
• Feedback and Adaptation: Collect and analyze feedback to enhance service offerings and client satisfaction. Adjust strategies and processes based on feedback and business needs.

Qualifications:

• Bachelor’s degree in Business, Management, Computer Science, or related field. Master’s degree or relevant certifications are advantageous.
• Proven track record in managing services within a SaaS environment. Leadership experience with an ability to mentor and guide teams in a dynamic, fast-paced environment.
• Strategic thinker with an ability to translate client needs into actionable plans to drive customer satisfaction and business growth. Experience in applying data-driven insights to improve content effectiveness.
• Strong project management skills, with the ability to lead complex projects and meet deadlines. Experienced in CRM systems, preferably Salesforce, for tracking and analyzing client engagement data.
• Exceptional interpersonal and communication skills, capable of engaging with clients and internal teams at all levels, using engaging multimedia content.

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 C startup 
• Discretionary based bonus 
• 100% Medical, Dental & Vision 
• 401k Plan 
• Paid parental leave 
• 25 days of annual leave + Public holidays + paid sick leave 
• Fun culture with regular socials and company retreats 
• A generous referral scheme 
• A brand new computer 

Location: US preferably EST timezone