Manager, Scaled Customer Success - New York
About The Position
Synthesia is seeking a Manager of Scaled Customer Success to lead a high-performing team of CSMs managing a significant book of business across all customer segments. This role requires a blend of people leadership, digital program innovation, and commercial accountability. The ideal candidate will be a builder, capable of creating and implementing data-driven engagement programs to enhance product adoption, customer health, and revenue growth. This position is crucial for architecting scalable solutions and driving customer success in a fast-paced, high-growth environment.
Requirements
- 5+ years of Customer Success or Account Management experience within a SaaS organization.
- 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.
- Commercially sharp — able to guide the team through renewal negotiations and expansion conversations.
- A natural experimenter: loves forming hypotheses, testing them, and letting data drive decisions.
- Strong communicator and influencer across internal functions.
- History of thriving in fast-moving, high-growth environments.
Responsibilities
- 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 programs based on performance.
- Support and coach the team through renewal and expansion conversations, ensuring commercial confidence and consistency.
- 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.
Benefits
- Competitive salary + stock options
- 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
- Generous referral scheme
- Brand new computer + monitor
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
