Manager, Scaled Customer Success - London
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.