Strategic Customer Success Manager (AI)

Location: Hybrid, based in London, United Kingdom

Company

AI video platform for businesses, helping organizations improve visual communication and enterprise skill development.

What you will do

• Manage strategic enterprise customer relationships across Europe.
• Onboard new clients and establish trusted advisor relationships during their first critical months and beyond.
• Drive product adoption, customer retention, growth, and measurable ROI.
• Manage a book of business, customer health, risks, forecasts, and growth opportunities.
• Lead regular client check-ins with clear outcomes and senior stakeholder participation.
• Partner closely with sales to create a cohesive onboarding experience and educate clients on AI video creation.

Requirements

• Customer-facing experience in Customer Success Management, Client Service, Account Management, Technical Account Management, Implementation, or a similar role.
• Experience in B2B SaaS, managing a book of business, and working with KPIs.
• Experience managing risk, forecasting, identifying growth opportunities, and driving customer value.
• Ability to engage in business-level and technical conversations, including with C-suite stakeholders.
• Light video editing experience using the Synthesia platform.
• Based in London and able to work in a hybrid setup.

Culture & Benefits

• Ownership is encouraged across the organization.
• Focus on outcomes over inputs and plans.
• Emphasis on making the work journey fun and keeping solutions simple.
• Opportunity to develop a career in a fast-growing software company.