Manager, Scaled Customer Success

About the role

You will lead the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across emerging and mid-market segments at Synthesia. You will own the commercial outcomes for a portfolio exceeding $22 million in ARR, balancing retention, expansion, and health across a high-volume book of business. In this position, you will architect scalable engagement models that leverage automation and data insights to maximize the value of our AI video platform. You will lead, coach, and develop a team of more than six Scaled CSMs distributed across the United States and the United Kingdom. You will partner closely with Product and RevOps to build, test, and iterate on tech-touch solutions that remove friction and improve the customer journey. You will champion a data-driven, hypothesis-testing culture where insights and signals continuously refine engagement strategies and workflows. You will bring a builder's mindset to identify gaps, define solutions, and execute quickly in partnership with cross-functional stakeholders. You will serve as the primary internal advocate for the scaled segment, influencing product roadmap decisions and operational improvements.

Key facts

What you'll do

Orchestrate and lead a team of six or more Scaled CSMs managing a portfolio of approximately 450 accounts per team member across U.S. and U.K. markets.

Define and execute the strategy for digital customer success programs that enhance product adoption, drive retention, and protect recurring revenue at scale.

Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated, tech-touch engagement solutions tailored for emerging and mid-market segments.

Implement data-driven processes by forming hypotheses, analyzing customer signals, and refining programs based on measurable outcomes and insights.

Support and coach your team through renewal and expansion conversations to ensure commercial confidence, consistency, and strong negotiation outcomes.

Manage and report on critical retention metrics, renewal forecasting, and customer health across a portfolio exceeding twenty-two million dollars in annual recurring revenue.

Utilize a Customer Success Platform, with strong preference for Planhat, to monitor health, automate workflows, and derive actionable insights.

Serve as a key stakeholder and voice for the scaled customer segment internally to guide tooling, process improvements, and product roadmap decisions.

Cultivate a culture of experimentation by testing engagement models, measuring impact, and scaling what works to improve customer outcomes.

Champion the use of AI and automation tools to elevate customer engagement, streamline workflows, and unlock scalable value for customers.

Build strong relationships with cross-functional partners to align on initiatives that enhance the end-to-end customer experience.

Maintain a high level of curiosity and technical fluency to scope requirements, identify opportunities, and deploy solutions rapidly in a growth-stage environment.

Communicate clearly and persuasively with internal stakeholders to align on priorities, resolve blockers, and drive execution.

Thrive in a fast-moving, high-growth environment where priorities evolve and the product roadmap is continuously shaped by customer needs and experimentation.

Requirements

Bring a minimum of five years of experience in Customer Success or Account Management within a Software as a Service organization.

Include at least two years of hands-on experience in people management or team leadership within a Customer Success context.

Demonstrate a proven track record of leading scaled or digital customer success motions in high-volume environments.

Manage books of business across SMB, emerging, or mid-market segments with comfort and confidence.

Show familiarity with Customer Success Platforms, placing strong preference on experience with Planhat while recognizing Gainsight, Vitally, or ChurnZero.

Be comfortable with AI and automation tools and exhibit a genuine interest in leveraging them to improve customer engagement at scale.

Be technically curious and capable of constructing basic programs and automations to solve customer problems.

Be skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to enable rapid deployment of solutions.

Be commercially sharp with the ability to guide teams through renewal negotiations and expansion conversations with empathy and confidence.

Be a natural experimenter who enjoys forming hypotheses, testing them rigorously, and allowing data to drive decision-making.

Possess strong communication and influencing skills to align internal teams around a shared vision and strategy.

Have a history of success in fast-moving, high-growth environments where processes and roadmaps are still being defined and built.

Be committed to putting the customer first, owning outcomes, and moving with speed and experimentation in line with company values.

Nice to have

Interest in applying emerging technologies to customer success workflows.

Experience working with video or AI-driven engagement tools in a customer success context.

Practical notes

This role is full-time.

The position is based in London.

Candidates must be eligible to work in the United Kingdom without sponsorship.

No immediate travel requirements are specified.