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Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Following a Series E funding round of $200 million, the company is valued at $4 billion with total funding exceeding $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, and GV.
As a Strategic Customer Success Manager, you will own a book of enterprise accounts across the UK and Europe, acting as a trusted advisor who drives adoption, retention, and growth. You'll report to the Director of Customer Success for the UK and partner closely with Sales to deliver seamless onboarding experiences while educating clients on innovative ways to create video content using Synthesia's platform.
Your responsibilities include:
- Building and maintaining relationships with enterprise clients, turning them into engaged users and champions
- Engaging stakeholders from day-to-day users through to C-suite executives in business-level and technical conversations
- Driving client adoption and demonstrating clear ROI from Synthesia products and services
- Managing a book of business with clear KPIs, forecasting, and identifying growth opportunities
- Coordinating and leading regular client check-ins with senior stakeholder attendance
- Proactively identifying risks and opportunities to ensure client success and retention
- Supporting new client onboarding in the critical first months and beyond
- Working with the Synthesia platform, including light video editing
This is an ideal opportunity for someone looking to expand their career with a fast-growing, well-funded AI software company at a pivotal growth stage.
REQUIREMENTS:
- Customer-facing experience in Customer Success Management, Client Service, Account Management, Technical Account Management, Implementation, or similar roles, ideally in B2B SaaS
- Proven experience managing a book of business with clear KPIs
- Track record in managing risk, forecasting, and identifying growth opportunities
- Ability to establish trusted advisor relationships with clients and drive value from products and services
- Demonstrated success in onboarding new clients and building key relationships in critical early months
- Capability to coordinate and lead regular client check-ins with clear outcomes and senior stakeholder involvement
- Fluency in English
- Based in London; hybrid role requiring 3 days per week in office
PREFERRED:
- Experience at a fast-growing technology company
- Familiarity with AI or video tools
