Strategic Customer Success Manager

Welcome to the video first world!

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now….

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers, what 1,200+ people say on G2 and being named as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role...

Reporting into the Head of Customer Success, the ideal candidate will be customer–centric and passionate about building strong customer relationships while delivering value to ensure happy customers.

• Build and nurture strong relationships with key stakeholders to drive retention and growth
• Conduct discovery with customers to understand business objectives and uncover new use cases
• Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia
• Act as a subject matter expert for the practical application of Synthesia within enterprises and take a consultative approach in implementing video content into their workflows
• Monitor utilization and deploy strategies to increase user engagement, adoption and satisfaction
• Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes
• Ensure ROI and value is communicated and understood by the customer
• Proactively monitor customer health, including potential risks to renewals and expansion opportunities
• Own commercial conversations and all aspects of the renewal process
• Collaborate with internal teams to ensure seamless onboarding, support, and resolution of customer issues

About you...

• 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 are based in London and can work hybrid 2 days per week