Synthesia

6 days ago

Manager, Scaled Customer Success - New York

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Lead a team of 6+ Scaled CSMs and drive scalable, digital customer success programs that improve engagement, product adoption, retention, and revenue growth. Manage a $22M+ ARR book across Strategic, Enterprise, MidMarket, and Emerging segments, partnering with Product, RevOps, and Customer Enablement to design and iterate on automated, tech-touch engagement solutions. Own retention metrics, forecasting, and customer health while coaching renewals and expansions.

Location: New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing 100-400 accounts
•Own strategy and execution of digital customer success programs to drive engagement, product adoption, and retention
•Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
•Support renewal and expansion conversations to ensure commercial confidence and consistency across the book
•Manage and report retention metrics, renewal forecasting, and customer health for a $22M+ ARR portfolio

Pay and Benefits

Salary: USD 175,000

Perks:Health InsuranceDentalVision401kPaid ParentalPaid Leave

Key Requirements

•5+ years of Customer Success or Account Management experience in a SaaS organization, including 2+ years in people management or a team lead capacity
•Proven track record leading scaled or digital customer success motions across emerging, mid-market, and enterprise segments with high-volume books
•Hands-on experience with Customer Success Platforms, with Planhat preferred (Gainsight, Vitally, or ChurnZero also acceptable)
•Familiarity with AI and automation tools and interest in applying them to improve customer engagement at scale
•Technically curious and comfortable constructing basic programs/automations while scoping requirements and coordinating cross-functional stakeholders

Experience:SaaS

Skills:LeadershipCoachingCommunicationStakeholder managementData-driven decision-making

Tech Stack:PlanhatGainsightVitallyChurnZero

Company Brief

Synthesia

Provides an AI video generation platform that creates realistic synthetic presenters and video content from text, enabling enterprises to produce scalable training, marketing, and communications videos without cameras or actors.

Industry: AI & Machine Learning

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: London, United Kingdom

Founded: 2017

Website LinkedIn

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Synthesia

6 days ago

Manager, Scaled Customer Success - New York

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing 100-400 accounts
•Own strategy and execution of digital customer success programs to drive engagement, product adoption, and retention
•Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
•Support renewal and expansion conversations to ensure commercial confidence and consistency across the book
•Manage and report retention metrics, renewal forecasting, and customer health for a $22M+ ARR portfolio

Pay and Benefits

Salary: USD 175,000

Perks:Health InsuranceDentalVision401kPaid ParentalPaid Leave

Key Requirements

•5+ years of Customer Success or Account Management experience in a SaaS organization, including 2+ years in people management or a team lead capacity
•Proven track record leading scaled or digital customer success motions across emerging, mid-market, and enterprise segments with high-volume books
•Hands-on experience with Customer Success Platforms, with Planhat preferred (Gainsight, Vitally, or ChurnZero also acceptable)
•Familiarity with AI and automation tools and interest in applying them to improve customer engagement at scale
•Technically curious and comfortable constructing basic programs/automations while scoping requirements and coordinating cross-functional stakeholders

Experience:SaaS

Skills:LeadershipCoachingCommunicationStakeholder managementData-driven decision-making

Tech Stack:PlanhatGainsightVitallyChurnZero

Company Brief

Synthesia

Industry: AI & Machine Learning

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: London, United Kingdom

Founded: 2017

Website LinkedIn