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 designing automated, data-driven solutions to drive product adoption, retention, and expansion across emerging and mid-market segments.

Location: Hybrid in New York City (Nomad District)

Salary: $175,000+ OTE

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.
• Own the strategy and execution of digital customer success programs to drive engagement and retention.
• Partner with Product and RevOps to design, test, and iterate on automated engagement solutions.
• Manage and report on key retention metrics, renewal forecasting, and customer health.
• Influence tooling, process, and product roadmap decisions for the scaled segment.
• Guide the team through renewal and expansion negotiations to ensure commercial consistency.

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 across various customer segments.
• Hands-on experience with Customer Success Platforms (Planhat, Gainsight, Vitally, or ChurnZero).
• Technical curiosity with the ability to scope requirements and manage cross-functional stakeholders.
• Commercially sharp with experience in renewal and expansion conversations.

Culture & Benefits

• Competitive salary and stock options in a fast-growing Series E startup.
• 100% coverage for Medical, Dental, and Vision insurance.
• 401k plan with company match.
• 25 days of annual leave plus public holidays and paid sick leave.
• Paid parental leave and a generous referral scheme.
• Fun, innovative environment with regular team socials.