At a Glance
- Tasks: Manage a large portfolio of accounts and enhance customer success through innovative strategies.
- Company: Join Synthesia, the leading AI video platform trusted by Fortune 100 companies.
- Benefits: Competitive salary, stock options, generous leave, and health benefits including mental health support.
- Other info: Hybrid work model with a vibrant team culture and excellent growth opportunities.
- Why this job: Shape the future of visual communication while growing your career in a dynamic environment.
- Qualifications: 3+ years in Sales/Customer Success with experience in managing multiple accounts.
The predicted salary is between 60000 - 80000 £ per year.
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations. Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.
About the role:
- Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers.
- Maintain and report an accurate rolling 90‑day forecast of renewals and accurately forecast renewal pricing, timing, and risks.
- Actively engage with key decision‑makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on‑time commitments.
- Achieve customer goals and address concerns in short‑term interactions.
- Work with customers either in 1:1 engagements for high‑impact objectives or by running 1:many success programs to impact target customer groups.
- Contribute to the creation of scaled CS playbooks and email sequences to drive user activation.
- Follow the scaled CS practices and strategy for each customer based on data analysis and the customer’s needs.
- Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours.
- Use data to identify risk or opportunity and segment a large book of business.
- Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions.
- Represent the voice of the customer and influence the product development roadmap.
- Work closely with Finance and Legal teams to ensure all contracts are accurate.
About you:
- 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization.
- Experience managing a large volume of accounts or customers.
- Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Planhat, Gainsight, ChurnZero, Vitally etc.
- Consistent track record of achieving personal and team goals.
- Ability to grow business in a strategic manner, i.e. process oriented.
- Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms.
- Track record of prioritizing high volume accounts at different stages in the life cycle; strong negotiation skills.
Hybrid: You are based in London and can be in the office 3 days a week. 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.
Scaled Customer Success Manager - London 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 Scaled Customer Success Manager - London 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 Scaled Customer Success Manager - London 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.
