At a Glance
- Tasks: Lead a dynamic team to drive customer success and engagement across a $22M+ portfolio.
- Company: Join Synthesia, a fast-growing Series E start-up with an innovative culture.
- Benefits: Competitive salary, stock options, generous leave, and health benefits including mental health support.
- Other info: Great career growth opportunities and a chance to influence product development.
- Why this job: Shape market-defining products while leading a high-performing team in a fun environment.
- Qualifications: 5+ years in Customer Success, with proven leadership in SaaS environments.
The predicted salary is between 70000 - 90000 £ per year.
As the Manager of Scaled Customer Success at Synthesia, you’ll lead a high‑performing team of CSMs, collectively managing a book of business $22M+ in ARR across our emerging and mid‑market customer segments. This role is at the intersection of people leadership, digital program innovation, and commercial accountability. You’ll be the architect of scalable, data‑driven engagement programs that drive product adoption, elevate customer health, and protect and grow revenue at scale. You’ll bring a builder’s mindset: able to identify what needs to be created, frame it clearly, and partner with Product and RevOps to bring it to life quickly.
- Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book of ~450 accounts.
- Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid‑market segments.
- Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech‑touch engagement solutions.
- Champion a data‑driven, hypothesis‑testing culture — using signals and insights to continuously evolve your programs based on what's working.
- Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book.
- Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio.
- Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions.
About you:
- 5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity.
- Proven track record leading scaled or digital CS motions, managing high‑volume books of business across SMB, emerging, or mid‑market segments.
- Hands‑on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero.
- Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale.
- Technically curious — comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross‑functional stakeholders to drive rapid deployment of more complex solutions.
- Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy.
- A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions.
- Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision.
- History of thriving in fast‑moving, high‑growth environments where the roadmap is still being written.
At Synthesia we expect everyone to…
- Put the Customer First.
- Own it & Go Direct.
- Be Fast & Experimental.
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
- A competitive salary + stock options in our fast‑growing Series E start‑up.
- Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay.
- 25 days of annual leave + public holidays in the country where you are based.
- Cycle to work scheme (London).
- Regular socials.
- Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)
- A generous referral scheme.
- Pension contribution/salary sacrifice.
- Work from home set up.
- A huge opportunity for career growth as you’ll help shape a market‑defining product.
Manager, Scaled Customer Success London employer: Synthesia Limited
At Synthesia Limited, we pride ourselves on fostering a dynamic and inclusive work culture that encourages innovation and collaboration. Located in the vibrant Greater London area, we offer our employees competitive salaries, flexible working arrangements, and ample opportunities for professional growth within the rapidly evolving field of AI and design systems. Join us to be part of a forward-thinking team that values your contributions and supports your career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Scaled Customer Success London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Synthesia Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Synthesia Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Scaled Customer Success London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Synthesia Limited:Your cover letter is your chance to shine! Tell us why you want to work at Synthesia Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Synthesia Limited!
How to prepare for a job interview at Synthesia Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
