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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.
In this Strategic Customer Success Manager role, you will report to the Director of Customer Success, UK, and focus on accounts across Europe. You will drive Synthesia's growth by building strong relationships with clients and transforming them into engaged, successful users of the AI video platform.
Key responsibilities include:
- Educating clients on innovative video creation methods using Synthesia's platform
- Working closely with the sales team to create seamless onboarding experiences for new customers
- Engaging in business-level and technical conversations across multiple organizational levels, including C-suite executives
- Managing a book of business with clear KPIs and tracking client health metrics
- Identifying and managing risks while forecasting growth opportunities
- Establishing trusted advisor relationships that drive measurable value from Synthesia products
- Successfully onboarding new enterprise clients and building key relationships during critical early months
- Coordinating and leading regular client check-ins with clear outcomes and senior stakeholder involvement
- Ensuring clients understand ROI and value delivered, proactively identifying risks and upsell opportunities
- Retaining and growing enterprise client accounts
- Using the Synthesia platform for light video editing as needed
This role is ideal for someone seeking to expand their career with a fast-growing, well-funded 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 defined KPIs
- Track record in managing risk, forecasting, and identifying growth opportunities
- Ability to establish trusted advisor relationships and drive value from products and services
- Demonstrated success in onboarding new clients and building key relationships in the first critical months
- Experience coordinating and leading regular client check-ins with clear outcomes and senior stakeholder attendance
- Familiarity with video editing using the Synthesia platform (or willingness to learn)
- Focus on retention and growth of enterprise clients
- Proactive approach to ensuring ROI and value understanding, identifying risks and opportunities
- Based in London
