Scaled Customer Success Manager

• Manage a large portfolio of 100+ accounts at the world's leading AI video platform, used by over 90% of the Fortune 100. • Work with the commercial team to create a cohesive renewal experience for customers, combining 1:1 engagements for high-impact objectives with 1:many scaled success programmes. • Help shape a market-defining product by representing the voice of the customer and influencing the development roadmap. • Work hybrid from Synthesia's London office, in-office 3 days a week.

• Have 3+ years of Sales, Customer Success, or Account Management experience, preferably within an Enterprise SaaS organisation. • Have experience managing a large volume of accounts or customers. • Bring a solid understanding of Enterprise SaaS applications, specifically Customer Success Platforms such as Planhat, Gainsight, ChurnZero, or Vitally. • Demonstrate a consistent track record of achieving personal and team goals. • Grow business in a strategic, process-oriented manner. • Have a background in scaled programme management, or building playbooks and campaigns in sales or customer success platforms. • Show a track record of prioritising high-volume accounts at different lifecycle stages. • Bring strong negotiation skills. • Be based in London and able to be in the office 3 days a week.

• Have experience designing and launching email campaigns and 1:many engagement programmes at scale. • Bring hands-on experience with renewal forecasting, including pricing calculations, contract verification, and terms review. • Have experience working closely with Finance and Legal teams on contract accuracy. • Bring familiarity with data-driven segmentation to identify risk and opportunity across a large book of business. • Have prior experience in an AI, video, or content creation SaaS company.

• Manage a large portfolio of 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, accurately forecasting 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 in 1:1 engagements for high-impact objectives or run 1:many success programmes to impact target customer groups. • Contribute to the creation of scaled CS playbooks and email sequences to drive user activation. • Leverage tools and technology to deliver value and increase adoption across multiple accounts through 1:many programmes such as email campaigns, new collateral, and office hours. • Use data to identify risk or opportunity and segment a large book of business. • Prepare proposals including renewal rate calculations, verify contracts, and 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.

• Receive a competitive salary plus stock options in a fast-growing Series E startup. • Take 25 days of annual leave plus public holidays. • Access paid parental leave — 16 weeks of full pay for primary caregivers and 5 weeks of full pay for secondary. • Use Private Medical Insurance on a Medical History Disregarded basis, including mental health support, dental, vision, cashback, and gym discounts. • Benefit from a pension contribution and salary sacrifice scheme. • Use a cycle-to-work scheme. • Enjoy regular socials and a work-from-home setup allowance. • Access a huge opportunity for career growth 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 develops products to enhance visual communication and enterprise skill development. Following a Series E round raising $200 million, Synthesia's valuation stands at $4 billion, with total funding exceeding $530 million from investors including Accel, NVentures, Kleiner Perkins, and GV.