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Lead a team of Scaled CSMs managing a $22M+ ARR portfolio to drive product adoption and retention. Design and execute automated, tech-touch engagement programs in collaboration with Product and RevOps teams.
Requires 5+ years of SaaS Customer Success experience with at least 2 years in people management. Must have a proven track record with scaled CS motions and proficiency in Customer Success Platforms like Planhat or Gainsight.
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.
As the Manager of Scaled Customer Success at Synthesia, you’ll lead a high-performing team of CSMs, collectively managing a book of business $22M+ in ARR across all customer segments (Strategic, Enterprise, MidMarket, and Emerging).
This role is at the intersection of people leadership, digital program innovation, and commercial accountability. You’ll be the architect of scalable, data-driven engagement programs that drive product adoption, elevate customer health, and protect and grow revenue at scale. You’ll bring a builder's mindset: able to identify what needs to be created, frame it clearly, and partner with Product and RevOps to bring it to life quickly.
Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book ranging from 100-400 accounts
Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments
Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
Champion a data-driven, hypothesis-testing culture — using signals and insights to continuously evolve your programs based on what's working
Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book
Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio
Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions
5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity
Proven track record leading scaled or digital CS motions, managing high-volume books of business across emerging, mid-market and Enterprise segments.
Hands-on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero
Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale
Technically curious — comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions
Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision
History of thriving in fast-moving, high-growth environments where the roadmap is still being written
Put the Customer First
Own it & Go Direct
Be Fast & Experimental
You can read more about this in this public Notion page
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: $175,000+ OTE. The final compensation package will be determined based on experience and qualifications.
Location: Hybrid: New York City - Nomad District
Synthesia is the world's leading AI video platform for business. Trusted by over 90% of the Fortune 100.
Synthesia is the world’s leading AI video platform for business, trusted by over 90% of the Fortune 100, including Amazon, Zoom, Microsoft, and more. 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.
Offices: 20 Triton St, Regents Place, London, England, GB · Vesterfælledvej 6, Copenhagen, Capital Region of Denmark 1750, DK · Grote Bickersstraat 74-78, Amsterdam, NL · 111 E 14th St, #102, New York, NY 10003, US · Munich, Munich, DE
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