Manager Of Scaled Customer Success (AI)

TL;DR

Manager of Scaled Customer Success (AI): Leading a high-performing team of CSMs to manage a $22M+ ARR portfolio with an accent on digital program innovation and scalable engagement strategies. Focus on building data-driven automated solutions, driving product adoption, and partnering with Product and RevOps to optimize customer health at scale.

Location: London (Hybrid)

Company

Synthesia is the world’s leading AI video platform for business, helping organizations enhance visual communication and enterprise skill development.

What you will do

• Lead, coach, and develop a team of 6+ Scaled CSMs managing high-volume accounts across the U.S. and U.K.
• Own the strategy and execution of digital customer success programs to drive engagement, adoption, and retention.
• Partner with Product, RevOps, and Customer Enablement to design and iterate on automated engagement solutions.
• Champion a data-driven culture, using insights to evolve programs based on performance metrics.
• Manage and report on key retention metrics, renewal forecasting, and customer health for a $22M+ ARR portfolio.
• Influence tooling, process, and product roadmap decisions as a key stakeholder for the scaled segment.

Requirements

• 5+ years of Customer Success or Account Management experience in a SaaS organization.
• At least 2 years in a people management or team lead capacity.
• Proven track record leading scaled or digital CS motions in SMB or mid-market segments.
• Hands-on experience with Customer Success Platforms (Planhat, Gainsight, Vitally, or ChurnZero).
• Technical curiosity with experience constructing basic programs and automations.
• Strong commercial acumen with experience guiding teams through renewal and expansion negotiations.

Culture & Benefits

• Competitive salary and stock options in a fast-growing Series E startup.
• Private Medical Insurance including mental health, dental, and vision support.
• 25 days of annual leave plus public holidays.
• Generous parental leave policy (16 weeks primary, 5 weeks secondary).
• Pension contribution and cycle-to-work scheme.
• Work-from-home setup and regular team socials.