Manager, Scaled Customer Success

Synthesia

Manager of Scaled Customer Success leading a team at Synthesia, an AI video platform. Focus on customer engagement strategies and revenue growth for a $22M+ ARR portfolio.

Posted 7/21/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing Customer Success teams, driving engagement and retention through data-driven strategies and automated solutions. Proficient in managing high-volume accounts within SaaS environments, with a strong focus on collaboration and communication across cross-functional teams.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipData-Driven Decision MakingCustomer Success PlatformsSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementDigital Customer Success ProgramsRenewal ForecastingCustomer Health MetricsAutomation ToolsProgram ConstructionHypothesis TestingEngagement Solutions

Soft Skills

Strong CommunicationInfluencing SkillsEmpathy in NegotiationsCoaching and Development

Tools & Technologies

PlanhatGainsightVitallyChurnZero

Industry Keywords

SaaSEmerging MarketMid-MarketEnterprise SegmentHigh-Growth Environments

About the role

Key responsibilities & impact

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
Champion a data-driven, hypothesis-testing culture — using signals and insights to continuously evolve your programs based on what's working
Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book
Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio
Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions

Requirements

What you’ll need

5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity
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
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
Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision
History of thriving in fast-moving, high-growth environments where the roadmap is still being written.

Benefits

Comp & perks

Hybrid working environment for NY based employees
100% Medical, Dental & Vision
401k Plan + company match
Paid parental leave
25 days of annual leave + Public holidays + paid sick leave
Fun culture with regular socials
A generous referral scheme
A brand new computer + monitor