Synthesia

1 day ago

Manager, Scaled Customer Success - London

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team of 6+ Scaled CSMs and drive scalable, data-driven customer engagement across emerging and mid-market segments. Own digital customer success programs that improve product adoption, retention, and customer health, partnering with Product, RevOps, and Customer Enablement on automated, tech-touch solutions. Manage a $22M+ ARR portfolio, coach renewal and expansion conversations, and use retention metrics to continuously evolve the playbooks at scale.

Location: London

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 ~450 accounts.
•Own the 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.
•Champion a data-driven, hypothesis-testing culture to evolve programs based on signals and insights.
•Support the team through renewal and expansion conversations and manage retention metrics and renewal forecasting across a $22M+ ARR portfolio.

Pay and Benefits

Equity and Bonus:Equity

Perks:EquityPaid ParentalAnnual LeaveCycle ToHealth InsurancePensionRemote WorkReferral Scheme

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 role.
•Proven experience leading scaled or digital customer success motions with high-volume SMB, emerging, or mid-market books of business.
•Hands-on experience with Customer Success Platforms, with Planhat strongly preferred (Gainsight, Vitally, or ChurnZero also acceptable).
•Familiarity with AI and automation tools, with interest in using them to improve customer engagement at scale.
•Comfort constructing basic programs/automations and scoping cross-functional solutions to drive rapid deployment.

Experience:5+ yearsSaaSCustomer successDigital customer success

Skills:People leadershipData-driven mindsetHypothesis testingCommunicationCommercial judgment

Tech Stack:Customer Success PlatformsPlanhatGainsightVitallyChurnZeroAIAutomation

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

1 day ago

Manager, Scaled Customer Success - London

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: London

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 ~450 accounts.
•Own the 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.
•Champion a data-driven, hypothesis-testing culture to evolve programs based on signals and insights.
•Support the team through renewal and expansion conversations and manage retention metrics and renewal forecasting across a $22M+ ARR portfolio.

Pay and Benefits

Equity and Bonus:Equity

Perks:EquityPaid ParentalAnnual LeaveCycle ToHealth InsurancePensionRemote WorkReferral Scheme

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 role.
•Proven experience leading scaled or digital customer success motions with high-volume SMB, emerging, or mid-market books of business.
•Hands-on experience with Customer Success Platforms, with Planhat strongly preferred (Gainsight, Vitally, or ChurnZero also acceptable).
•Familiarity with AI and automation tools, with interest in using them to improve customer engagement at scale.
•Comfort constructing basic programs/automations and scoping cross-functional solutions to drive rapid deployment.

Experience:5+ yearsSaaSCustomer successDigital customer success

Skills:People leadershipData-driven mindsetHypothesis testingCommunicationCommercial judgment

Tech Stack:Customer Success PlatformsPlanhatGainsightVitallyChurnZeroAIAutomation

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