Strategic Customer Success Manager

Synthesia; City Of London; Hybrid; GBP 65,000 - 110,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Synthesia is seeking a Strategic Customer Success Manager to own enterprise accounts across the UK and Europe. You’ll drive adoption, retention and growth, partnering with Sales for seamless onboarding and educating clients on a new approach to video content.

You’ll engage stakeholders from users to C-suite to ensure clear ROI and client advocacy. Ideal candidates bring B2B SaaS CS experience, a track record of managing a Book of Business, and strong executive communication in a fast-growing

Qualifications

• Customer-facing experience in CS, account or technical management in B2B SaaS.
• Experience managing a Book of Business with KPIs.
• Proven ability to forecast, manage risk and identify growth opportunities.
• Establish trust with clients and drive value from Synthesia products.
• Onboard new clients and build relationships in early months.
• Coordinate regular client check-ins with senior stakeholders.

Responsibilities

• Own an enterprise book across UK/Europe and drive adoption, retention and growth.
• Collaborate with Sales to deliver seamless onboarding and educate clients.
• Engage stakeholders from day-to-day users to C-suite and demonstrate ROI.
• Lead strategic conversations and expand relationships with clients.
• Support light video editing using the Synthesia platform.

Skills

Customer Success

Account Management

Technical Account Management

Implementation

Forecasting

Executive Communication

Book of Business

Job description

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

The Role

As a Strategic Customer Success Manager, you’ll own a book of enterprise accounts across the UK and Europe, acting as a trusted advisor who drives adoption, retention and growth. You’ll partner closely with Sales to deliver a seamless onboarding experience and educate clients on a completely new way to create video content. Engaging stakeholders from day-to-day users through to the C-suite, you’ll make sure customers see clear ROI and become true champions of Synthesia.

What You'll do

• Reporting to the Director of Customer Success of the UK, you are energetic, driven, and care deeply about the success of our customers

• As a Strategic Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users

• You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users

• You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite

• Ideal for an individual who wants to expand their career with a fast-growing software company

We’d love to hear from you if you have

• Customer-facing experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar ideally in B2B SaaS

• Experience in managing a Book of Business along with KPIs

• A track record in managing risk, forecasting, and identifying growth opportunities

• Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services

• Successfully onboarding new clients and building key relationships in the first critical months and beyond

• Coordinating and leading regular client check‑ins with clear outcomes on client health and opportunities with senior stakeholder attendance

• Light video editing using the Synthesia platform

• Retention and growth of our enterprise clients

• Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities

• You need to be fluent in English

• Based in London. This is a hybrid role where you need to be in the office 3 days a week.

We’d be particularly excited if

• Experience at a fast-growing technology company

• Familiarity with AI or video tools

Compensation

We offer a competitive salary, equity and benefits. Your offer will reflect your experience, skills and the scope of the role.