Manager, Scaled Customer Success

About the role:

As the Manager of Scaled Customer Success at Synthesia, you’ll lead a high-performing team of CSMs, collectively managing a book of business $22M+ in ARR across all customer segments (Strategic, Enterprise, MidMarket, and Emerging).

This role is at the intersection of people leadership, digital program innovation, and commercial accountability. You’ll be the architect of scalable, data-driven engagement programs that drive product adoption, elevate customer health, and protect and grow revenue at scale. You’ll bring a builder’s mindset: able to identify what needs to be created, frame it clearly, and partner with Product and RevOps to bring it to life quickly.

Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book ranging from 100-400 accounts

Own the strategy and execution of digital customer success programs designed to 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 continuously evolve your programs based on what’s working

Support and coach your team through renewal and expansion conversations, ensuring 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

About you:
5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity

Proven track record leading scaled or digital CS motions, managing high-volume books of business across emerging, mid-market and Enterprise segments.

Hands-on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero

Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale

Technically curious — comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions

Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy

A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions

Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision

History of thriving in fast-moving, high-growth environments where the roadmap is still being written