Manager, Scaled Customer Success

• Lead a high-performing team of CSMs collectively managing a book of business worth $22M+ in ARR across the emerging and mid-market customer segments. • Work at the intersection of people leadership, digital programme innovation, and commercial accountability. • Architect scalable, data-driven engagement programmes that drive product adoption, elevate customer health, and protect and grow revenue at scale. • Bring a builder's mindset: identify what needs creating, frame it clearly, and partner with Product and RevOps to bring it to life quickly. • Join Synthesia, the world's leading AI video platform for business, used by over 90% of the Fortune 100. • Work from the London office on a hybrid basis.

• Have 5+ years of Customer Success or Account Management experience within a SaaS organisation, including at least 2 years in people management or a team lead capacity. • Show a proven track record leading scaled or digital CS motions across high-volume books of business in SMB, emerging, or mid-market segments. • Have hands-on experience with Customer Success Platforms such as Gainsight, Vitally, or ChurnZero. • Be familiar with AI and automation tools, with genuine interest in applying them to improve customer engagement at scale. • Stay technically curious, comfortable building basic programmes and automations, and skilled at scoping requirements and managing cross-functional stakeholders to deploy more complex solutions quickly. • Be commercially sharp, guiding your team through renewal negotiations and expansion conversations with confidence and empathy. • Experiment naturally, forming hypotheses, testing them, and letting data drive decisions. • Communicate and influence strongly across internal functions, aligning Product, RevOps, and Enablement around a shared vision. • Thrive in fast-moving, high-growth environments where the roadmap is still being written.

• Have hands-on experience with Planhat specifically. • Have managed a distributed team across the US and UK. • Have built tech-touch or automated engagement programmes from scratch. • Have influenced product roadmap decisions on behalf of a customer segment.

• Lead, coach, and develop a team of 6+ Scaled CSMs across the US and UK, each managing a high-volume book of around 450 accounts. • Own the strategy and execution of digital customer success programmes that 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 evolve programmes based on what's working. • Support and coach the team through renewal and expansion conversations, keeping 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.

• Receive a competitive salary plus stock options in a fast-growing Series E company. • Take paid parental leave of 16 weeks at full pay for primary caregivers and 5 weeks at full pay for secondary caregivers. • Take 25 days of annual leave plus public holidays. • Join the cycle to work scheme in London. • Get private medical insurance on a Medical History Disregarded basis, including mental health support, dental and vision, cashback, and gym discounts. • Access a generous referral scheme. • Receive pension contributions or salary sacrifice. • Get a work from home setup. • Attend regular socials. • Take a huge opportunity for career growth while helping shape a market-defining product.

Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017 and headquartered in London, the company has offices and teams across Europe and the US, building products that enhance visual communication and enterprise skill development. Following a $200 million Series E round it is valued at $4 billion, with total funding exceeding $530 million from investors including Accel, NVentures, Kleiner Perkins, GV, and Evantic Capital.