Scaled Customer Success Manager

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Welcome to the video-first world. From everyday PowerPoint presentations to Hollywood movies, AI will transform how we create and consume content. People now prefer to watch and listen, not read — at home and  you’re reading this and nodding, check out our brand video.

Despite the video preference, communication and knowledge sharing in business are still dominated by text, largely because high‑quality video production remains complex and challenging to scale — until now.

Meet Synthesia. We’re on a mission to make video easy for everyone. Born in an AI lab, our video communications platform simplifies the entire production process, enabling anyone to create, collaborate and share high‑quality videos. Whether it’s for training employees, educating customers or marketing products, Synthesia helps large organizations communicate through video quickly and efficiently. Trusted by brands such as Heineken, Zoom, Xerox and McDonald’s, we’ve raised over $330M from a portfolio of top‑tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, Accel, Nvidia, Kleiner Perkins, GV, Stripe, Datadog, Miro, Webflow and Facebook.

In 2023, we were one of seven European companies to reach unicorn status. In February 2024, G2 named us the fastest‑growing company in the world. In 2025 we announced our Series D funding.

• Manage a large portfolio of >100 accounts and collaborate with the commercial team to create a cohesive renewal experience.
• Maintain and report an accurate rolling 90‑day forecast of renewals, including pricing, timing and risks.
• Actively engage key decision‑makers to identify requirements, agree on contract terms and uncover roadblocks to ensure on‑time commitments.
• Achieve customer goals and address concerns in short‑term interactions.
• Work with customers in 1:1 engagements or run 1:many success programs to impact target customer groups.
• Contribute to digital CS playbooks and email sequences that drive user activation.
• Follow digital CS practices and strategy for each customer based on data analysis and needs.
• Leverage tools and technology to deliver value and increase adoption across multiple accounts through 1:many programs such as email campaigns, collateral creation and office hours.
• Use data to identify risk or opportunity and segment the large book of business.
• Prepare proposals, including renewal rate calculations, verify contracts and review terms and conditions.
• Represent the voice of the customer and influence the product development roadmap.
• Work closely with Finance and Legal teams to ensure all contracts are accurate.

• 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization.
• Solid understanding of Enterprise SaaS applications, specifically Customer Success Platforms such as Gainsight, Churn Zero or Vitally.
• Consistent track record of achieving personal and team goals.
• History of thriving in a rapidly‑changing environment.
• Ability to grow business strategically, i.e., process‑oriented experience managing a large volume of accounts.
• Background in scaled program management or building playbooks and campaigns in sales or customer success platforms.
• Track record of prioritizing high‑volume accounts at different stages of the life cycle and strong negotiation skills.

Salary
:
We’re expecting to pay up to $130,000 OTE for this role based on experience and capability evaluated during the interview process.

• PTO & Holiday Entitlement Policy
• Work from Abroad
• Team Meet‑ups & Company Socials
• Work From Home Budget
• Referral Scheme
• Enhanced Parental Leave

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Other

Industries:
Software Development

Location:

New York, United States