Manager, Scaled Customer Success - London

Job description

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. About the role: 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 our emerging and mid-market customer segments. 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 of ~450 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 About you: - 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 SMB, emerging, or mid-market 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 At Synthesia we expect everyone to... - Put the Customer First - Own it & Go Direct - Be Fast & Experimental You can read more about this in this public Notion page https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2 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 E start-up. - Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay - 25 days of annual leave + public holidays in the country where you are based. - Cycle to work scheme (London). - Regular socials. - Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK) - A generous referral scheme. - Pension contribution/salary sacrifice. - Work from home set up. - A huge opportunity for career growth as you’ll help shape a market-defining product.