Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving growth and retention for enterprise clients on an AI video platform with an accent on relationship building, onboarding, and value realization. Focus on managing a book of business, coordinating with senior stakeholders, and educating clients on AI video content creation.

Location: Must be based in London and able to be in the office 3 days a week

Company

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100.

What you will do

• Build and maintain strong relationships with enterprise clients to drive future growth and retention.
• Educate clients on AI video content creation and collaborate with sales to ensure a cohesive onboarding experience.
• Manage a Book of Business, tracking KPIs, forecasting, and identifying expansion opportunities.
• Lead regular client check-ins with senior stakeholders to monitor health and ensure ROI.
• Engage in business-level and technical conversations across multiple organizational levels, including the C-suite.
• Perform light video editing using the Synthesia platform to assist clients.

Requirements

• Experience in Customer Success Management, Account Management, or Implementation, ideally within B2B SaaS.
• Proven track record in managing a book of business and meeting specific KPIs.
• Experience in managing risk, forecasting, and identifying growth opportunities.
• Ability to establish trusted advisor relationships and drive product value for clients.
• Must be based in London with the ability to work from the office 3 days a week.

Culture & Benefits

• Competitive salary and stock options in a high-growth Series E startup.
• Private Medical Insurance (UK) including dental, vision, and mental health support.
• Generous parental leave: 16 weeks for primary caregivers and 5 weeks for secondary.
• 25 days of annual leave plus public holidays.
• Practical perks including a work-from-home setup and cycle-to-work scheme in London.
• Regular team socials and a generous referral scheme.