Commercial Customer Success Manager (AI)

TL;DR

Commercial Customer Success Manager (AI/SaaS): Managing a large portfolio of commercial accounts to ensure high renewal rates and customer activation with an accent on scaled success programs and data-driven risk identification. Focus on building CS playbooks, optimizing renewal forecasts, and increasing product adoption through 1:many engagements.

Location: Hybrid; based in London (office 3 days a week), Austin, or New York City

Company

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

What you will do

• Manage a portfolio of 100+ accounts, creating a cohesive renewal experience for customers.
• Maintain and report accurate 90-day rolling forecasts for renewal pricing, timing, and risks.
• Engage key decision-makers to identify requirements, agree on contract terms, and remove roadblocks.
• Develop scaled CS playbooks and email sequences to drive user activation.
• Execute 1:many success programs and office hours to increase adoption across multiple accounts.
• Collaborate with Finance and Legal teams to ensure contract accuracy and represent the voice of the customer.

Requirements

• 3+ years of experience in Sales, Customer Success, or Account Management, preferably in Enterprise SaaS.
• Proven experience managing a large volume of accounts.
• Proficiency with Customer Success Platforms such as Planhat, Gainsight, ChurnZero, or Vitally.
• Track record of achieving personal and team goals through a process-oriented approach.
• Strong negotiation skills and experience building scaled playbooks or campaigns.

Culture & Benefits

• Competitive salary and stock options in a fast-growing Series E start-up.
• Paid parental leave (16 weeks for primary caregivers, 5 weeks for secondary).
• 25 days of annual leave plus public holidays.
• Private Medical Insurance (UK) including mental health, dental, vision, and gym discounts.
• Work-from-home setup and regular team social events.
• Generous referral scheme and pension contribution/salary sacrifice.