Manager, Scaled Customer Success

About the role

Synthesia is actively building a specialized function to manage a high-volume portfolio exceeding $22M in Annual Recurring Revenue, marking a significant evolution in how the company engages with its broader market. The successful candidate will own the end-to-end lifecycle for a substantial segment of customers, ensuring their journey from onboarding to renewal is optimized for long-term value. This involves developing and deploying automated, data-backed programs designed to improve retention metrics and deepen product utilization across distinct market segments. You will be responsible for establishing the operational rhythm and strategic focus necessary for a scalable Customer Success organization. The role requires a balance of hands-on oversight and systemic thinking to drive predictable commercial outcomes. You will mentor team members on best practices while instilling a rigorous, metrics-oriented approach to customer health. Ultimately, this position is central to Synthesia's ability to scale its business efficiently without compromising customer satisfaction. Your work will directly influence the company's trajectory by turning a large customer base into a sustainable competitive advantage.

Key facts

What you'll do

• Manage, mentor, and hire a team of 6+ Scaled CSMs located in the U.S. and U.K., fostering a collaborative and high-performance culture.
• Oversee a portfolio where each team member handles between 100 and 400 accounts, implementing segmentation strategies to ensure appropriate coverage.
• Develop and implement digital engagement strategies utilizing automated workflows to boost adoption, retention, and product usage rates.
• Collaborate closely with RevOps, Product, and Customer Enablement to build, test, and refine automated tech-touch workflows that scale efficiently.
• Monitor and report on critical metrics such as health scores, renewal forecasts, and retention metrics for the $22M+ book of business on a regular cadence.
• Provide expert guidance on expansion and renewal negotiations to stakeholders, ensuring consistent commercial results and protecting revenue.
• Conduct thorough analysis of customer behavior data to identify risks and opportunities, translating insights into actionable success plans.
• Represent the voice of the scaled customer segment in internal discussions to influence product roadmaps, feature development, and tooling investments.
• Design and own the testing framework for new engagement programs, using data to validate hypotheses and iterate quickly.
• Establish clear playbooks and documentation for the scaled CS function to ensure consistency and efficiency as the team grows.
• Partner with Sales and Marketing to align go-to-market motions and handoffs, creating a seamless customer experience from lead to renewal.
• Drive the adoption and optimization of Customer Success Platforms, ensuring the tech stack supports efficient workflows and actionable insights.

Requirements

• 5+ years of experience in Account Management or Customer Success within a SaaS company, with a proven track record of managing complex accounts.
• Minimum 2 years of experience in a formal people management or team lead role, demonstrating the ability to lead and develop others.
• Demonstrated success in managing digital or scaled CS motions across Enterprise, Mid-Market, and Emerging segments, showing adaptability.
• Ability to manage commercial conversations, including complex renewals, expansions, and strategic account reviews.
• Experience working in fast-paced, high-growth environments where priorities shift quickly and agility is essential.
• Strong communication skills to align cross-functional teams like RevOps and Product, translating customer needs into technical requirements.
• A data-driven mindset with the ability to interpret metrics, build reports, and use insights to drive decision-making processes.
• Commitment to maintaining the highest standards of professionalism and execution in a remote or hybrid work setting.

Nice to have

• Proficiency with Planhat is strongly preferred and would be a significant asset for managing the scaled portfolio.
• Experience using Gainsight, Vitally, or ChurnZero to build and monitor customer health programs.
• Familiarity with AI and automation tools to enhance customer engagement and streamline repetitive tasks.

Skills & tools

• Customer Success Platforms (Planhat, Gainsight, Vitally, or ChurnZero)
• Data-driven decision making and hypothesis testing
• Program management and automation scoping
• Commercial negotiation and forecasting

Practical notes

• Benefits include 100% coverage for Medical, Dental, and Vision, a 401k plan with company match, and paid parental leave.
• Time off includes 25 days of annual leave, public holidays, and paid sick leave.
• This is a hybrid role based in the Nomad District of New York City.
• Employees receive a new computer and monitor upon joining.
• The company offers a referral program and hosts regular social events to foster community and collaboration.