Synthesia
Manager, Scaled Customer Success - New York
New York City
Sponsorship not specified$100k-$400kDetected 1 day ago
DatadogProduct ManagementProduct StrategyAccount ManagementForecastingValuationCustomer SuccessLeadershipCommunication
About the role
- This role is at the intersection of people leadership, digital program innovation, and commercial accountability.
- Champion a data-driven, hypothesis-testing culture - using signals and insights to continuously evolve your programs based on what's working
- Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions
Responsibilities
- You'll bring a builder's mindset: able to identify what needs to be created, frame it clearly, and partner with Product and RevOps to bring it to life quickly.
- Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book ranging from 100-400 accounts
- Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments
- Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
- Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book
- Technically curious - comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions
- A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
- Own it & Go Direct
Nice to have
- Proven track record leading scaled or digital CS motions, managing high-volume books of business across emerging, mid-market and Enterprise segments.
- Hands-on experience with Customer Success Platforms - Planhat strongly preferred
- Gainsight, Vitally, or ChurnZero
- Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale
- Commercially sharp - able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
Skills
- Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100.
Compensation
- The final compensation package will be determined based on experience and qualifications.
- $175,000+ OTE.
Benefits
- Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio
- Strong communicator and influencer across internal functions - you know how to align Product, RevOps, and Enablement teams around a shared vision
- A competitive salary + stock options in our fast-growing Series E startup
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This listing is sourced directly from Synthesia's careers page and normalized into a canonical job model.