About the role
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 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 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 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
