Manager, Scaled Customer Success

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 ’ll bring a builder’s mindset: able to identify what needs to be created, frame it clearly, and partner with Product and Rev Ops 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, Rev Ops, 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

• 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 Churn Zero

• 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, Rev Ops, and Enablement teams around a shared vision

• History of thriving in fast‑moving, high‑growth environments where the roadmap is still being written

• Put the Customer First

• Own it & Go Direct

• Be Fast & Experimental

• 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.