Scaled Customer Success Manager - London

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.

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 and 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 applications, 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.
• 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.