Strategic Customer Success Manager

Overview

In this role you help scale Synthesia’s impact by guiding enterprise clients to success with our AI video platform. You’ll build strong relationships across organizations, educate users on new video creation workflows, and partner with Sales to craft seamless onboarding. You’ll engage in both business and technical conversations, including at the C-suite level, to drive retention and growth. This is a fast-growing software environment where you shape value delivery and customer outcomes. You’ll join a mission-driven team that values customer-first thinking, speed, and experimentation.

Pay / Benefits

• Hybrid work in London
• Competitive salary + stock options
• Paid parental leave (16 weeks primary; 5 weeks secondary)
• 25 days annual leave + public holidays
• Cycle to work scheme (London)
• Private Medical Insurance including mental health support, dental & vision, gym discounts

Responsibilities

• Build and nurture relationships with client accounts to drive adoption and growth
• Collaborate with Sales to design cohesive onboarding experiences for new users
• Engage in business-level and technical discussions with stakeholders up to the C-suite
• Onboard new clients and establish early, ongoing client relationships with clear health indicators
• Lead regular client check-ins with measurable outcomes focusing on health, opportunities, and risk mitigation
• Track and manage a Book of Business with KPIs, ensuring retention and enterprise growth
• Identify ROI and value realization for clients, proactively spotting risks and opportunities
• Utilize light video editing within the Synthesia platform to support customer outcomes

Key requirements

• Customer-facing experience in CSM/Client Service/Account Management/Technical Account Management/Implementation in B2B SaaS
• Experience managing a Book of Business with KPIs
• Proven track record in risk management, forecasting, and identifying growth opportunities
• Ability to establish a trusted advisor relationship and drive value from products and services
• Successful onboarding of new clients and building relationships in initial and ongoing phases
• Experience coordinating regular client check-ins with senior stakeholders
• Based in London or Europe
• Willingness to work in a hybrid setup and collaborate cross-functionally

• Excellent communication and presentation skills
• Strong relationship-building and stakeholder management
• Proactive, customer-centric mindset
• Comfort discussing at executive levels and across functions
• Collaborative and fast-paced mindset
• Light video editing using the Synthesia platform

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